Technical Support Specialist @ Sully.ai
placeHybrid
attach_money $80,000
businessHybrid
scheduleFull Time
Posted 1 day ago
Your Application Journey
Interview
Email Hiring Manager
***** @sully.ai
Recommended after applying
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
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
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Review Google Cloud Console troubleshooting techniques.
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Practice Firebase log analysis and JSON reading.
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Familiarize with ticketing systems and SLA metrics.
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Study runbook documentation and incident tracking.
Behavioral Questions
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Describe handling high-pressure support situations.
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Explain teamwork with technical experts.
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Discuss conflict resolution in urgent scenarios.
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Share examples of proactive customer communication.
Frequently Asked Questions
What experience is required for a Technical Support Specialist at Sully.ai?
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How important is HIPAA awareness for Sully.ai’s Technical Support Specialist?
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What are the uptime and response expectations for this Technical Support Specialist role at Sully.ai?
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How do I prepare for the on-call responsibilities at Sully.ai?
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