Technical Support Engineer

The Technical Support Engineer at Sully.ai is responsible for providing exceptional customer support via email, chat, and video calls, troubleshooting technical issues, collaborating with different teams to enhance customer experience, and maintaining support documentation. This role ensures customers receive timely and effective resolutions, advocating for their needs and helping to improve our platform.

Candidates for the Technical Support Engineer role at Sully.ai should have 3-5 years of customer support experience, preferably in a SaaS or tech environment. Excellent English communication skills, the ability to read JSON structures, familiarity with support tools like Intercom, and strong technical troubleshooting skills are essential. A passion for technology and experience in building customer rapport are bonuses for this exciting role.

The Technical Support Engineer at Sully.ai plays a vital role in customer satisfaction by troubleshooting technical issues effectively and providing support through multiple communication channels. By collaborating with Product, Engineering, and Sales teams, the engineer helps enhance the user experience and ensures that customer feedback is integrated into our platform improvements, thereby directly impacting satisfaction.

At Sully.ai, the work environment for a Technical Support Engineer is remote-first and flexible, allowing for independent work in a fast-paced setting. The company culture emphasizes collaboration with a talented team, offering the opportunity to make an early-stage impact in a mission-driven organization focused on transforming healthcare.

Technical Support Engineers at Sully.ai have ample opportunities for career growth as they contribute to shaping the company's partnership roadmap. With the fast-paced nature of healthcare technology, individuals can take on new challenges, expand their skills, and play a significant role in the company's growth and the evolution of healthcare solutions.

When answering this question, highlight specific technical skills such as troubleshooting techniques, familiarity with support tools like Intercom, and your ability to understand and read JSON structures. Provide examples of how you've applied these skills in previous roles to resolve customer issues or improve processes.

Discuss a particular incident where you faced a challenging customer issue. Be sure to explain how you approached the problem, the steps you took to resolve it, and the outcome. Emphasizing your problem-solving abilities and how you communicated with the customer effectively can demonstrate your capability in the role.

When addressing workload priorities, discuss your approach to evaluating the urgency and impact of issues. Mention strategies such as keeping a priority list or using ticketing tools, and provide an example of how you successfully managed multiple issues, ensuring timely resolutions and maintaining customer satisfaction.

In your response, emphasize that collaboration is crucial for resolving complex issues and improving customer experience. Share instances where you worked with different teams, such as Product or Engineering, to solve a customer problem or enhance a feature, highlighting the positive outcome that resulted from this teamwork.

Discuss your approach to receiving and processing customer feedback. Explain that you see feedback as an opportunity to improve, and share a specific example where you synthesized customer input into actionable recommendations for product enhancement or support documentation.

Share your methods for staying positive, such as active listening, empathy, and patience. Highlight techniques you use to de-escalate situations, focusing on understanding the customer's perspective and how you aim to turn negative experiences into positive resolutions.

When answering this, provide an overview of any relevant experience you have with technical integrations or APIs. Discuss specific projects you've worked on, the challenges faced, and how you successfully navigated them, showcasing your technical knowledge and understanding of integration processes.

In your answer, express your enthusiasm for contributing to a company like Sully.ai that is redefining healthcare delivery. Mention how you align with their mission, your interest in technology, and how you see this role as an opportunity to make a real difference in the industry.

Discuss your commitment to continuous learning, mentioning specific resources you follow, such as tech blogs, webinars, or industry events. Elaborate on how staying informed allows you to provide better support and enhances your effectiveness as a Technical Support Engineer.

Highlight key attributes such as self-motivation, effective communication skills, time management, and adaptability. Share your understanding of how these qualities contribute to successful collaboration and productivity in a remote work setting, particularly in a fast-paced company like Sully.ai.