Technical Support Specialist (Contract)

About Sully.ai

Our mission is "One Human, One Doctor". We are creating superhuman doctors, because access to doctors is a basic human right.

Start with making doctors superhuman. Our vision is to eliminate doctor distractions and help them navigate the best treatments for their patients.

About the role

About Us

We are a fast-growing healthcare technology company delivering AI-powered scribing services to hospitals and clinics across the U.S. Our platform streamlines clinical documentation by generating structured, accurate notes and integrating them directly into EMR systems, helping to reduce clinician burnout and improve care quality.

As we onboard new users daily, especially at our larger enterprise accounts, we’re looking for a reliable, responsive, and experienced Technical Support Specialist (Contract) to provide top-tier support and ensure customer success.

Role Overview

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
• Troubleshooting & Issue Resolution
• Customer Relationship Management
• Feedback & Continuous Improvement

Ideal Candidate

Required

• 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).

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.

What You'll Get

• 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.

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.