Senior Technical Support Engineer (Philippines, Remote)

As a Senior Technical Support Engineer at Sully.ai, your primary responsibilities will include providing exceptional customer support via various channels, troubleshooting and resolving technical issues, collaborating with internal teams to enhance the customer experience, maintaining support documentation, and advocating for customer needs. This role is vital in ensuring our clients can fully leverage our AI-driven healthcare solutions.

To qualify for the Senior Technical Support Engineer position at Sully.ai, candidates should have at least five years of technical support experience in the SaaS or technology sector. Strong communication skills in English, a tech-savvy mindset, experience with support tools like Intercom, and capabilities in technical troubleshooting are essential. Familiarity with APIs, coding skills, and a customer-centric approach are also key.

A Senior Technical Support Engineer contributes to customer satisfaction at Sully.ai by providing timely and effective solutions to technical issues, actively listening to customer feedback, and collaborating with teams to refine products. Your role as an advocate for customer needs allows you to influence improvements in our healthcare platform, ensuring a seamless user experience.

Sully.ai fosters a remote-first culture, allowing Senior Technical Support Engineers to work flexibly from anywhere. You will be part of a diverse, mission-driven team that values collaboration and innovation. This fast-paced environment is designed to empower you to make an impact while providing you with the autonomy to manage your own schedule.

Yes, flexibility in work hours is crucial for the Senior Technical Support Engineer position at Sully.ai. You may need to adapt to US hours, including shifting schedules and weekends, to ensure that our customers receive the support they need, regardless of their time zone. This adaptability is essential for maintaining high-quality service.

When answering this question, highlight specific examples from your past roles where you successfully diagnosed and resolved technical issues. Be detail-oriented in explaining the tools you used and the outcomes you achieved, demonstrating your methodical approach to troubleshooting.

Discuss your strategies for managing multiple requests, such as assessing the urgency of issues, categorizing them, and using support tools effectively. Emphasize that customer satisfaction is your priority while ensuring you can handle a high volume of inquiries efficiently.

Share your techniques for maintaining composure during stressful times, such as taking deep breaths, staying organized, and prioritizing tasks. Your ability to stay calm and collected will reassure the interviewer of your capacity to thrive under pressure.

Mention specific tools like Intercom or any other support software you've utilized. Describe how you leveraged these tools to streamline support processes, track customer interactions, and improve the overall support experience, showcasing your tech-savviness.

Explain your approach to simplifying technical language and using analogies when necessary. Your goal should be to make complex topics easily understandable, showcasing your commitment to ensuring that all customers feel supported regardless of their technical background.

Discuss your process for creating clear, concise documentation after troubleshooting a technical issue. Highlight the importance of maintaining knowledge bases and using documentation to build a resource that benefits the entire support team and improves overall efficiency.

Share a specific initiative you led that introduced more efficient processes within the support team. Focus on the results, such as reduced response times or improved customer satisfaction metrics, showing your value as an innovative thinker.

Express enthusiasm for Sully.ai’s mission of enhancing healthcare through AI. Personalize your answer by referring to specific aspects of the company’s values and culture that resonate with you, indicating a genuine interest in being part of the team.

Explain your approach to collecting feedback, such as follow-up surveys, direct interactions, or community forums. Emphasize your commitment to using this feedback to implement change and continuously enhance the quality of customer support.

Share your strategies for staying updated with the latest technology trends, like continuous learning through courses, community involvement, and following industry news. This shows your commitment to personal growth and staying relevant in the tech field.