Technical Support Analyst III

Technical Support Analyst III

What we want to accomplish and why we need you.

Suki is creating a new category in the health tech space – the digital assistant.  We are going to be the voice user interface for healthcare.  What does that mean?  Currently, doctors use their electronic medical record system to track patient encounters (a digital version of the old paper charts you used to see in your doctor’s office and on TV).  These systems can be hard to navigate and very time-consuming to manage.  Time that doctors would rather have to spend with their patients.  This is the problem we’re solving right now! Doctors that use Suki already spend over 50% less time on administrative tasks, and we are striving to do even better.

We are a product driven company.  We’re a GCP shop and 100% container run using Kubernetes.  Our tech stack includes Golang, Python, React, React Native, Swift, Android, Java, Kotlin, GraphQL, and JavaScript.    

What will you be doing?

As the Technical Support Specialist, you will be the first line of defense for our customers who need support. Your goal is straightforward: ensure our customers are always happy and supported. You will ensure that all issues or questions that our customers have are addressed immediately (either by you or your team). You will be the central hub for any bug, issue, question, or feature request that comes from either our external or internal customers.  The role will work directly with customer success, operations, engineering, and product and will work to solve, triage, and escalate all customer issues and feedback.  

This team will be supporting Suki users 24 hours a day, 7 days a week; therefore, working outside of normal working hours, including weekends and overnight shifts, will be required. 

Ok, you're sold, but what are we looking for in the perfect candidate?

• User-centered: You are obsessed with the customer experience. You’re energized by talking to customers and you can’t wait to translate key consumer needs into business and product requirements. You have an innate understanding of user behavior.
• Data Driven: You use metrics to drive decision making 
• Self-starter: You are motivated by impossible challenges and energized by creating something new. 
• Process Oriented: Our tech support process will constantly need to be iterated on to ensure our users have the best experience possible, and you’re excited about this.
• Technical experience: You have the ability to handle complex technical issues that may require some level of engineering understanding.
• Adaptability:  You thrive in a fast-moving organization that uses light-weight processes and cutting-edge technology to have a huge impact.
• Rigor: You are detail oriented and hold others to a high standard.

Qualifications

• A minimum of 7+ year’s experience in application development or Level 3 support is desired.
• Assist with day-to-day production/non-production concerns, serve as a point of contact for urgent and/or complex issues, and manage expectations.
• Applying standards and researching/sharing best practices, learning new products and product updates and proactively sharing knowledge with teams, documenting and escalating gaps/weaknesses, and documenting technical specifications.
• It is necessary to have prior experience deploying, running, and supporting software services, as well as troubleshooting and fixing issues in a production-grade SaaS environment.
• Must be detail-oriented, self-directed, and have excellent follow-up abilities, as well as be results-oriented.
• Understanding of microservice-based architectures and the principles of the Linux operating system
• Experience with technologies such as JIRA, Salesforce, and Intercom, as well as handling support tickets/customer forums, etc.
• Technically adept with cloud services and a thorough understanding of SaaS.
• Communication and conflict resolution abilities that are second to none
• Task management abilities, as well as the capacity to analyze critically, prioritize efficiently, and communicate quickly are required.
• Experience using or integrating with an EMR is a plus
• Exceptional written and oral communication skills, including English usage, grammar, punctuation, and style.
• Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis
• Provide regular verbal and written communications regarding status, risks, issues, as well as makes recommendations for remediation or change
• Understanding of medical documentation and medical terminology required 
• Scribe or medical transcription experience strongly preferred
• Understanding of advanced network architectures, networking domain, Kubernetes and deploying containerized services on Google Cloud platform would be preferred.
• Analytical skills and experience with tools/processes needed for data-driven decision-making

* We don’t necessarily expect to find a candidate that has done everything listed, but you should be able to make a credible case that you’ve done most of it and are ready for the challenge of adding some new things to your resume.

Tell me more about Suki

• On a roll: Named by Fast Company as one of the most innovative companies, named Google’s Partner of the Year for AI/ML, named by Forbes as one of the top 50 companies in AI.
• Great team: Founded, managed, and backed by successful tech veterans from Google and Apple and medical leaders from UCSF and Stanford. We have technologists and doctors working side-by-side to solve complex problems.
• Great investors: We’re backed by Venrock, First Round Capital, Flare Capital, March Capital , and others. With our $70M Series D financing, we have the resources to scale.
• Huge market: Disrupting a massive, growing $30+ billion market for transcription, dictation, and order-entry solutions. Our vision is to become the voice user interface for healthcare, relieving the administrative burden on doctors instead of adding to it.
• Great customers: Our solutions are used in health systems and clinics across the country, supporting clinicians across dozens of specialties.  Check out what one of our users says about how Suki has helped his practice.
• Impact: You’ll make an impact from day one. You’ll join a team working towards a shared purpose with a culture built upon deep empathy for doctors and passion for making their lives better. 

Suki is an Equal Opportunity Employer. We are dedicated to building a company that fosters inclusion and belonging and reflects the diverse communities we serve across the country. We know we are stronger this way and we look forward to growing our team with these shared values.