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Senior Technical Support Engineer (Philippines, Remote)

Remote, Philippines

About Us

At Sully.ai, we're not just building AI – we're redefining the future of how healthcare is delivered. Our end to end solutions empower healthcare providers by automating doctors’ administrative tasks, reducing misdiagnosis, and enhancing efficiency.

What You'll Do

As a Technical Support Engineer at Sully.ai, you will be the first point of contact for our customers, providing exceptional support and troubleshooting assistance. You will work closely with Product, Engineering, and Sales to ensure customer satisfaction and help refine our AI-driven healthcare platform. This role requires strong communication skills, technical troubleshooting abilities, and a passion for improving customer experience in a fast-paced environment.

  • Provide world-class customer support via email, chat, and video calls to our global customer base.
  • Troubleshoot technical issues and deliver fast, effective solutions to ensure customer success.
  • Collaborate with Product, Engineering, and Sales teams to improve customer experience and address pain points.
  • Maintain and update support documentation and knowledge bases for internal and external use.
  • Advocate for customer needs by providing valuable feedback to enhance Sully.ai's platform and services.

What We're Looking For

  • At least 5+ years of technical support experience, within the SaaS or technology industry.
  • Strong Communicator: Exceptional English communication skills (both written and verbal).
  • Tech-Savvy: Proficient in using support tools like Intercom and other relevant software.
  • Strong Technical Troubleshooting Skills: A strong technical aptitude is essential to effectively troubleshoot and resolve customer issues.
  • Knowledgeable of APIs or technical integrations, can read JSON structure, and basic coding skills
  • Independent & Proactive: Ability to work autonomously in a fast-paced, remote environment.
  • Customer-Centric: A passion for building trust and strong relationships with customers at all levels.
  • Flexibility: Amenable to working US hours, including shifting schedules and weekends, to align with customer needs.

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. 

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