Technical Support Specialist (Contract) - Remote

Posted 2 days ago

Customer Service

Contract

Worldwide

Customer Communication

Overview

We are seeking a Technical Support Specialist to own Sully.ai’s day-to-day support for a key customer, handling ~50 tickets per day via various platforms while maintaining strict SLAs.

In Short

Own frontline support: ~50 tickets/day, Intercom/Slack/email.
Hit SLAs: first response ≤5 min, resolution target ≤30 min.
Triage and troubleshoot using Google Cloud Console and Firebase.
Document incidents, maintain runbooks, and drive clear customer comms.
Coordinate with Success and Forward Deployed Engineers for escalations.

Requirements

US-based; available US East Coast hours; on-call capable.
2+ years high-volume technical support with strict SLAs.
Fluent with Intercom, Slack, Gmail, ticketing systems.
Comfortable in Google Cloud Console and Firebase; can read JSON.
Clear, calm communicator with clinicians and admins; HIPAA-aware.

Benefits

Shape the Future of Healthcare: Build category-defining partnerships.
Early-Stage Impact: Join early and play a critical role.
Remote-First Culture: Work in a flexible, remote environment.
Competitive Compensation: Enjoy a competitive salary and equity.
Solve Scalability Challenges: Tackle complex challenges in a rapidly growing company.

Sully.ai

Sully.ai is a pioneering healthcare technology company dedicated to transforming the medical landscape by addressing the global shortage of physicians. With a mission to make 'one human, one doctor' a reality, Sully.ai is developing an AI-driven doctor that aims to provide high-quality healthcare accessible to everyone, anywhere, and anytime. By automating administrative tasks and minimizing misdiagnoses through advanced AI solutions, the company is committed to building the future of medicine. Sully.ai fosters an inclusive and innovative environment, welcoming diverse perspectives to drive creativity and enhance healthcare delivery.

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