Technical Support Specialist – Contract
Sully.ai
contract
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $80,000 - $120,000 per year
Job Level
JuniorMid-Level
Tech Stack
JavaScriptNode.jsPython
About the role
- Monitor and respond to incoming tickets across Slack, Intercom, email, and other platforms.
- Ensure all tickets are acknowledged and resolved within strict SLA windows.
- Investigate issues related to AI scribe note generation.
- Use internal tools and basic command-line scripts to retrieve or restore data and debug workflows.
- Maintain a calm, empathetic, and professional tone — especially when users are frustrated.
- Identify patterns in recurring issues and compile feedback for product and engineering teams.
Requirements
- 2+ years in a technical support or customer success role, preferably in SaaS or healthcare tech.
- Experience working with enterprise customers under strict SLAs.
- Comfortable using command-line tools (e.g., Bash, Python, Node.js) to debug or retrieve data.
- Excellent communication skills — clear, concise, and empathetic.
- High attention to detail and a proactive mindset.
- Able to work independently and manage time across a 12-hour daily coverage window (in coordination with teammates, not alone for the full shift).
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
command-line toolsBashPythonNode.jsdata retrievaldebuggingissue investigationSLA managementticket resolutionAI scribe note generation
Soft skills
communicationempathyattention to detailproactive mindsetindependencetime managementcalmness under pressureproblem-solvingpattern identificationfeedback compilation