Technical Support Specialist (Contract)

About the Role
We are seeking a Technical Support Specialist to own Sully.ai’s day-to-day support for a key customer. You will handle ~50 tickets per day via Intercom, Slack, and email, meet strict SLAs, triage issues, and troubleshoot in Google Cloud and Firebase. You will operate during US East Coast hours with on-call responsiveness and uphold HIPAA-aligned practices.

About Us
👏 Team from OpenAI, DeepMind, NASA, GoogleX, Tesla, and 2 physicians: 6 exits, 2 IPOs.
🔥 Our model outperforms Claude, Gemini, and GPT-4.5 on clinical benchmarks.
📈 400+ healthcare orgs signed in 16 months.
⚡️ $25M raised from YC, Amity Ventures, Sequoia scouts, and more.
🌎 $1T+ market opportunity. We’re going after all of it.

Key Responsibilities

• Own frontline support: ~50 tickets/day, Intercom/Slack/email.
• Hit SLAs: first response ≤5 min, resolution target ≤30 min.
• Triage and troubleshoot using Google Cloud Console and Firebase.
• Document incidents, maintain runbooks, and drive clear customer comms.
• Coordinate with Success and Forward Deployed Engineers for escalations.
• 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.

Hard Requirements

• 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).
• Startup or contract-to-hire experience.
• Basic familiarity with scheduling workflows and QA checks.
• Ramp on MIDI workflows, tools, and escalation paths.
• Achieve SLA compliance and publish daily ticket metrics.
• Draft and refine runbooks for top issues and handoffs.
• Success OKRs (90 Days)

Nice-To-Have

First-Month Focus

• ≥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.

Culture Fit

• Persistent, driven problem solver
• Willing to push back to defend quality/timelines
• Thrives in high-ambiguity, fast-paced startup environments
• Why Join Sully.ai?
• 🔥 Shape the Future of Healthcare: Build category-defining partnerships that enable doctors to focus on saving lives.
• 📈 Early-Stage Impact: Join early and play a critical role in shaping our partnership roadmap and overall company growth.
• 🌎 Remote-First Culture: Work with a talented, mission-driven team in a flexible, remote environment.
• 💰 Competitive Compensation: Enjoy a competitive salary, equity, and the opportunity to make a real difference.
• 🏆 Solve Scalability Challenges: Tackle complex challenges in a rapidly growing company, driving impactful change in healthcare.

Sully.ai is an equal opportunity employer. In addition to EEO being the law, it is a policy that is fully consistent with our principles. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status such as race, religion, color, national origin, sex, sexual orientation, gender identity, genetic information, pregnancy or age. Sully.ai prohibits any form of workplace harassment.