Sully.ai is looking for a Technical Support Specialist for a high-impact contractor role. You will provide friendly, professional, and technically informed support to clinicians and administrative staff in a fast-paced environment, serving as the vital link between users and our product and engineering teams.

What You'll Do

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 We're Looking For

5+ 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).

Nice to Have

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.

Technical Stack

Bash
Python
Node.js
APIs
Browser dev tools

Benefits & Compensation

Flexible remote work with a structured shift schedule.
Opportunity to influence how support operates at scale in a mission-driven startup.
Collaborative, low-ego team environment focused on real outcomes for clinicians and patients.

Work Mode

This is a remote position.

Sully.ai is an equal opportunity employer. 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.