Technical Support Specialist - Remote

Overview

The Technical Support Specialist will manage day-to-day support for a key customer at Sully.ai, handling a high volume of tickets and ensuring compliance with strict service level agreements while operating in a remote-first environment.

In Short

• Manage approximately 50 support tickets daily via Intercom, Slack, and email.
• Meet strict SLAs for response and resolution times.
• Triage and troubleshoot issues using Google Cloud and Firebase.
• Document incidents and maintain operational runbooks.
• Coordinate with engineers for escalations when necessary.

Requirements

• Must be US-based and available during US East Coast hours.
• At least 2 years of experience in high-volume technical support.
• Proficiency with Intercom, Slack, and other ticketing systems.
• Knowledge of Google Cloud Console and Firebase.
• Excellent communication skills, especially in a healthcare context.

Benefits

• Opportunity to shape the future of healthcare.
• Competitive salary and equity options.
• Work in a flexible, remote-first culture.
• Engage in impactful challenges in a growing company.