Job Description
This person will own frontline support, handling approximately 50 tickets per day via Intercom, Slack, and email. Hitting SLAs is critical which includes a first response time of fewer than 5 minutes and a resolution target of fewer than 30 minutes. Triage and troubleshooting using Google Cloud Console and Firebase is a must, along with documenting incidents, maintaining runbooks, and ensuring clear customer communications.
Coordination with Success and Forward Deployed Engineers for escalations will also be necessary. The first month will be focused on ramping up on MIDI workflows, tools, and escalation paths, achieving SLA compliance, and refining runbooks for top issues and handoffs. Success will be measured through achieving over 95% first-response within 5 minutes, over 90% resolution within 30 minutes, maintaining a CSAT over 95% while handling approximately 50 tickets per day, and ensuring zero missed-coverage incidents during East Coast hours.
About Sully.ai
They outperform Claude, Gemini, and GPT-4.5 on clinical benchmarks and have signed 400+ healthcare orgs in 16 months, raising $25M from various investors.