Technical Support Specialist
@ Sully.ai

Hybrid
$80,000
Hybrid
Full Time
Posted 22 days ago

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Job Details

About Sully.ai

Join a team composed of experts from OpenAI, DeepMind, NASA, GoogleX, Tesla, and physicians. With 6 exits, 2 IPOs and $25M raised from top investors like YC and Sequoia scouts, Sully.ai is redefining clinical benchmarks and capturing a $1T+ market opportunity in healthcare.

About the Role

Sully.ai is looking for a Technical Support Specialist to manage daily support for a key customer. Operating during US East Coast hours, you will handle around 50 tickets per day via Intercom, Slack, and email, meeting strict SLAs and following HIPAA-aligned practices.

Key Responsibilities

  • Manage frontline support with ~50 tickets daily.
  • Meet SLAs: First response within 5 minutes, resolution within 30 minutes.
  • Triage and troubleshoot issues using Google Cloud Console and Firebase.
  • Document incidents, maintain runbooks, and communicate clearly with customers.
  • Coordinate with Success and Forward Deployed Engineers for escalated issues.

Hard Requirements

  • US-based candidate available during US East Coast hours and on-call.
  • 2+ years in high-volume technical support with strict SLAs.
  • Experience with Intercom, Slack, Gmail, and other ticketing systems.
  • Knowledge of Google Cloud Console and Firebase, including JSON reading.
  • Excellent communicator who is HIPAA-aware.

Nice-to-Have

  • Experience in healthcare support and EHR navigation (Athena preferred).
  • Startup or contract-to-hire background.
  • Familiarity with scheduling workflows and QA checks.

First-Month Focus

  • Ramp on MIDI workflows, tools, and escalation paths.
  • Achieve SLA compliance and publish daily ticket metrics.
  • Create and refine runbooks for key issues.

Success OKRs (90 Days)

  • 95%+ first-response within 5 minutes and 90%+ ticket resolution within 30 minutes.
  • Maintain CSAT at or above 95% while handling ~50 tickets/day.
  • Avoid missed coverage incidents during East Coast hours.

Culture Fit

We seek persistent, driven problem solvers who can defend quality and timelines while thriving in a fast-paced, ambiguous startup environment.

Why Join Sully.ai?

  • Shape the future of healthcare and enable clinical excellence.
  • Early-stage impact with a key role in growth and partnership roadmap.
  • Enjoy a flexible, remote-first work culture.
  • Receive competitive compensation, equity, and growth opportunities.
  • Address complex scalability challenges in a rapidly expanding company.

Key skills/competency

  • Technical Support
  • Ticketing Systems
  • SLA Management
  • Google Cloud
  • Firebase
  • Intercom
  • Slack
  • HIPAA
  • Runbooks
  • Healthcare
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How to Get Hired at Sully.ai

🎯 Tips for Getting Hired

  • Customize Your Resume: Highlight technical support and SLA experience.
  • Showcase Communication: Emphasize clear customer interaction skills.
  • Prepare for Tech Questions: Brush up on Google Cloud and Firebase.
  • Research Sully.ai: Understand their startup culture and healthcare impact.

📝 Interview Preparation Advice

Technical Preparation

Review Google Cloud Console troubleshooting techniques.
Practice Firebase log analysis and JSON reading.
Familiarize with ticketing systems and SLA metrics.
Study runbook documentation and incident tracking.

Behavioral Questions

Describe handling high-pressure support situations.
Explain teamwork with technical experts.
Discuss conflict resolution in urgent scenarios.
Share examples of proactive customer communication.

Frequently Asked Questions