Technical Support Specialist (Contract)

About Us
At Sully.ai, We’re Building the Most Impactful Healthcare Company on Earth

We believe that access to a great doctor is a basic human right. Today, that’s not a reality. Delays, misdiagnoses, administrative chaos, and burnout plague the system.

Our Mission: One Human, One Doctor. We build AI teammates that augment clinicians — scribes, nurses, receptionists, translators — all powered by our own world-class models and deployed in real-world care.

Our Traction

• 450+ organizations signed 16 months
• AI agents cut admin by ~2.8 hours daily and reduce onboarding 85%.
• 5M+ Clinical Tasks completed to date, serving 36+ specialties.
• Raised $25M from YC, Eric Yuan, Amity, Semper Virens
• Patented AI architecture (MedCon-1) outperforms GPT-4.5, Gemini, Claude on clinical reasoning tasks

Sully requires A-players capable of 4 months = 1 year output.

What You'Ll Do

This is a 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. You’ll handle frontline support requests, troubleshoot product issues, and serve as a vital link between users and our product/engineering teams.

You’ll cover customer support operations during our critical service window: 7:00 AM to 6:00 PM EST, Monday through Friday.

Key Responsibilities

• Real-Time Support Response

• Monitor and respond to incoming tickets across Slack, Intercom, email, and other platforms.
• Ensure all tickets are acknowledged and resolved within strict SLA windows.
• Prioritize and escalate high-impact or time-sensitive issues appropriately.
• Troubleshooting & 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.

• Customer Relationship Management

• Maintain a calm, empathetic, and professional tone — especially when users are frustrated.
• Communicate updates clearly and close the loop with users once their issue is resolved.
• Feedback & 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.
• Monitor and respond to incoming tickets across Slack, Intercom, email, and other platforms.
• Ensure all tickets are acknowledged and resolved within strict SLA windows.
• Prioritize and escalate high-impact or time-sensitive issues appropriately.
• 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.
• Maintain a calm, empathetic, and professional tone — especially when users are frustrated.
• Communicate updates clearly and close the loop with users once their issue is resolved.
• Identify patterns in recurring issues and compile feedback for product and engineering teams.
• Create or update internal documentation and playbooks to streamline future support.

What You Must Bring

• 2+ years in a technical support or customer success role, preferably in SaaS or healthcare tech.
• Experience working with enterprise customers under strict SLAs.
• Comfortable using command-line tools (e.g., Bash, Python, Node.js) to debug or retrieve data.
• Excellent communication skills — clear, concise, and empathetic.
• High attention to detail and a proactive mindset.
• Able to work independently and manage time across a 12-hour daily coverage window (in coordination with teammates, not alone for the full shift).

Preferred

• Familiarity with clinical workflows and EMR/EHR systems.
• Background in supporting web apps and Chrome extensions.
• Exposure to Intercom, Slack-based support, and bug tracking tools like Linear, Jira, or GitHub Issues.
• Technical literacy around APIs, browser dev tools, and basic scripting.

Who Thrives Here

• Entrepreneurial to your core: You think in outcomes, thrive in chaos, and take ownership without limits
• Mission-obsessed: You’re here to save lives, not just ship features — patients and doctors are your why.
• Impact-driven & fast-moving: You sprint toward hard problems and ship with sharp judgment.
• Elite teammate: You raise the bar through high standards, direct feedback, and craft excellence.
• Why Join Sully.ai?🔥 Revolutionizing the antiquated $800B+ Healthcare market
• 🧠 50%+ of us are ex-founders. We hire A-players, not passengers
• ⚡️ Speed matters - we operate with urgency, autonomy, and ownership
• 🧪 You’ll work on real, first-of-their-kind problems at the edge of AI and medicine
• ❤️ Your work helps doctors reclaim their time - and patients get better, faster care
• Impact-driven & fast-moving: You sprint toward hard problems and ship with sharp judgment.
• Elite teammate: You raise the bar through high standards, direct feedback, and craft excellence.
• Why Join Sully.ai?🔥 Revolutionizing the antiquated $800B+ Healthcare market
• 🧠 50%+ of us are ex-founders. We hire A-players, not passengers
• ⚡️ Speed matters - we operate with urgency, autonomy, and ownership
• 🧪 You’ll work on real, first-of-their-kind problems at the edge of AI and medicine
• ❤️ Your work helps doctors reclaim their time - and patients get better, faster care

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.