Product Support Technician, Tier 1 Support
The Home Depot
CitrixCloudDNSSMTP
Technical Support Specialist (Contract)
Sully.ai
contract
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
JavaScriptNode.jsPython
About the role
- About Us: We are a fast-growing healthcare technology company delivering AI-powered scribing services to hospitals and clinics across the U.S.; platform streamlines clinical documentation by generating structured notes and integrating them into EMR systems.\n
- Role Overview: High-impact contractor role for someone who thrives in a fast-paced environment and can provide friendly, professional, and technically informed support to clinicians and administrative staff.\n
- Schedule: You’ll cover customer support operations during our critical service window: 7:00 AM to 6:00 PM EST, Monday through Friday.\n
- Key Responsibilities: Real-Time Support Response: Monitor and respond to incoming tickets; Ensure all tickets are acknowledged and resolved within strict SLA windows; Prioritize and escalate high-impact or time-sensitive issues appropriately.\nTroubleshooting & Issue Resolution: Investigate issues related to AI scribe note generation; Use internal tools and basic command-line scripts to retrieve or restore data and debug workflows; Collaborate with internal teams to resolve technical bugs or inconsistencies in user experience.\nCustomer Relationship Management: Maintain a calm, empathetic, and professional tone; Communicate updates clearly and close the loop with users once their issue is resolved.\nFeedback & Continuous Improvement: Identify patterns in recurring issues and compile feedback for product and engineering teams; Create or update internal documentation and playbooks to streamline future support.\n
- Ideal Candidate: Required: 5+ years in a technical support or customer success role; Preferred: Familiarity with EMR/EHR systems; Background in supporting web apps and Chrome extensions.\n
- What You'll Get: Flexible remote work with a structured shift schedule; Opportunity to influence how support operates at scale in a mission-driven startup; Collaborative, low-ego team environment focused on real outcomes for clinicians and patients.\n
- Sully.ai is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a protected disability, etc.
Requirements
- 5+ years in a technical support or customer success role, preferably in AI, SaaS or healthcare tech.\n
- Experience working with enterprise customers under strict SLAs.\n
- Comfortable using command-line tools (e.g., Bash, Python, Node.js) to debug or retrieve data.\n
- Excellent communication skills — clear, concise, and empathetic.\n
- High attention to detail and a proactive mindset.\n
- Able to work independently and manage time across a 12-hour daily coverage window (in coordination with teammates, not alone for the full shift).\n
- Preferred: Familiarity with clinical workflows and EMR/EHR systems.\n
- Preferred: Background in supporting web apps and Chrome extensions.\n
- Preferred: Exposure to Intercom, Slack-based support, and bug tracking tools like Linear, Jira, or GitHub Issues.\n
- Preferred: Technical literacy around APIs, browser dev tools, and basic scripting.
