Sully.ai is looking for a Technical Support Specialist to join our mission-driven team and provide top-tier support to healthcare clients. As a Technical Support Specialist, you will manage high-volume support tickets, troubleshoot technical issues in Google Cloud and Firebase, and maintain strict HIPAA-aligned practices. This role offers the chance to work closely with clinicians and administrators, ensuring smooth operations and exceptional customer experience while driving impact in the rapidly growing healthcare tech space.
Key Responsibilities of a Technical Support Specialist
Frontline Support & Issue Resolution
As a Technical Support Specialist, you will own daily customer support operations, handling ~50 tickets per day across Intercom, Slack, and email. You will meet strict SLAs—first response within 5 minutes, and resolution target of ≤30 minutes—while coordinating with Success and Forward Deployed Engineers for escalations.
Triage, Troubleshoot & Document
You will triage and resolve technical issues using Google Cloud Console and Firebase, read JSON configurations, and maintain detailed runbooks. Clear, timely communication with customers is essential to ensure satisfaction and accurate issue tracking.
Required Qualifications
Core Requirements
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US-based, available for East Coast hours, with on-call capability
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2+ years of high-volume technical support experience with strict SLAs
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Fluent in Intercom, Slack, Gmail, and other ticketing systems
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Comfortable with Google Cloud Console, Firebase, and JSON
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Clear, calm communicator with clinicians and administrators; HIPAA-aware
Preferred Qualifications
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Healthcare support experience, EHR familiarity (Athena preferred)
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Startup or contract-to-hire experience
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Basic understanding of scheduling workflows and QA processes
First-Month Focus
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Ramp up on MIDI workflows, tools, and escalation paths
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Achieve SLA compliance and publish daily ticket metrics
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Draft and refine runbooks for top issues and handoffs
Success Metrics (90 Days)
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≥95% first-response within 5 minutes
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≥90% resolved within 30 minutes
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Maintain CSAT ≥95% while handling ~50 tickets/day
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Zero missed-coverage incidents during East Coast hours
Culture & Candidate Fit
We are seeking candidates who are:
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Persistent, solution-oriented problem solvers
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Comfortable pushing back to protect quality and timelines
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Thriving in high-ambiguity, fast-paced startup environments
Why Join Sully.ai?
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Shape the Future of Healthcare: Build partnerships that allow doctors to focus on saving lives
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Early-Stage Impact: Play a critical role in shaping our partnership roadmap and company growth
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Remote-First Culture: Collaborate with a mission-driven, flexible team
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Competitive Compensation: Salary, equity, and opportunity to make a tangible difference
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Solve Scalability Challenges: Drive impactful change in a fast-growing healthcare startup
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