Support Specialist (Contract)

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 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

  • Monitor and respond to incoming tickets across Slack, Intercom, email, and other platforms.

  • Ensure all tickets are acknowledged and resolved within strict SLA windows.

  • Prioritize and escalate high-impact or time-sensitive issues appropriately.
    

• Troubleshooting & Issue Resolution

  • Investigate issues related to AI scribe note generation

  • Use internal tools and basic command-line scripts to retrieve or restore data and debug workflows.

  • Collaborate with internal teams to resolve technical bugs or inconsistencies in user experience.
    

• Customer Relationship Management

  • Maintain a calm, empathetic, and professional tone — especially when users are frustrated.

  • Communicate updates clearly and close the loop with users once their issue is resolved.
    

• Feedback & Continuous Improvement

  • Identify patterns in recurring issues and compile feedback for product and engineering teams.

  • Create or update internal documentation and playbooks to streamline future support.

Ideal Candidate

Required

• 3-5+ years in a technical support or customer success role, preferably in SaaS or healthcare tech.

• Experience working with enterprise customers under strict SLAs.

• 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, AI and SaaS product support enviroments

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.