Sully.ai

Technical Support Specialist

Sully.ai

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $75,000 - $90,000 per year

Job Level

JuniorMid-Level

Tech Stack

CloudFirebase

About the role

  • Own frontline support: ~50 tickets/day via Intercom, Slack, and email.
  • Hit SLAs: first response ≤5 min, resolution target ≤30 min.
  • Triage and troubleshoot using Google Cloud Console and Firebase; read JSON for diagnostics.
  • Document incidents, maintain runbooks, and drive clear customer comms.
  • Coordinate with Success and Forward Deployed Engineers for escalations.
  • Operate during US East Coast hours with on-call responsiveness and uphold HIPAA-aligned practices.
  • First-month focus: ramp on MIDI workflows, tools, escalation paths; achieve SLA compliance and publish daily ticket metrics; draft and refine runbooks for top issues and handoffs.
  • 90-day OKRs: ≥95% first-response within 5 minutes; ≥90% resolved within 30 minutes; maintain CSAT ≥95% while handling ~50 tickets/day; zero missed-coverage incidents during East Coast hours.

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.
  • Healthcare support background; EHR navigation (Athena preferred). (Nice-to-Have)
  • Startup or contract-to-hire experience. (Nice-to-Have)
  • Basic familiarity with scheduling workflows and QA checks. (Nice-to-Have)
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