Technical Support Specialist (Contract)

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 role is structured as a Contract-to-Hire position with a 60-day trial period. Sully.ai maintains an exceptionally high performance bar, and this structure ensures mutual alignment before transitioning to full-time.
This will be covering support during the hours 11 AM - 7PM PT

• Deliver a world-class support experience to global Sully.ai customers via email, chat, and video.

• Troubleshoot technical 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.

• Engineering or strong technical background required.

• 5+ years in technical customer support (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.

• 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.

• 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.