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.
Hard Requirements
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.
Comfortable in Google Cloud Console and Firebase; can read JSON.
Clear, calm communicator with clinicians and admins; HIPAA-aware.
Nice-to-Have
Healthcare support background; EHR navigation (Athena preferred).
Startup or contract-to-hire experience.
Basic 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.
Draft and refine runbooks for top issues and handoffs.
Success OKRs (90 Days)
≥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.
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