Support Specialist (Contract)

Sully.ai is dedicated to making doctors superhuman through AI teammates, aiming for 'One Human, One Doctor'. This Support Specialist (Contract) role is crucial for delivering world-class support to global customers. You will troubleshoot issues across AI agents, integrations, workflows, and prompt behavior with speed and precision, escalating to Product, Engineering, or QA when necessary. The position requires working independently in a fully remote, high-velocity environment, focusing on rapid resolution and maintaining high customer satisfaction.

Must Have

• 1-5+ years of customer support experience (SaaS, AI/LLM, or infrastructure experience preferred).
• Excellent written and verbal communication with the ability to explain complex concepts simply.
• Hands-on expertise with support tools like Intercom, Linear, Jira, Github and modern troubleshooting workflows.
• Ability to work independently in a fully remote, high-velocity environment.

Perks & Benefits

• 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

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.

This will be covering support during the hours 11 AM - 7PM PT

What You'll Do

• Deliver a world-class support experience to global Sully.ai customers via email, chat, and video.
• Troubleshoot issues across AI agents, integrations, workflows, and prompt behavior with speed and precision.
• Drive rapid resolution of high-priority issues, escalating to Product, Engineering, or QA when needed.

What You Must Bring

• 1-5+ years of customer support experience (SaaS, AI/LLM, or infrastructure experience preferred).
• Excellent written and verbal communication with the ability to explain complex concepts simply.
• Hands-on expertise with support tools like Intercom, Linear, Jira, Github and modern troubleshooting workflows.
• Ability to work independently in a fully remote, high-velocity environment.

First-Month Focus

• Master Sully’s AI agent architecture, healthcare workflows, and support tooling.
• Resolve top recurring support issues and improve documentation around them.
• Establish baseline metrics for response time, resolution speed, and CSAT.
• Build strong cross-functional relationships with Product, Engineering, and QA.

90 Day OKRs

• Achieve and maintain a CSAT rating > 4.0.
• Maintain a median first-response time <10 minutes.
• Maintain an average ticket resolution time <3.5 hours.
• Maintain and actively update a prioritized list of customer-impacting bugs for Engineering + QA.

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

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.