Technical Support Specialist

2 months ago

Redwood City, California, United States Suki AI Inc Full time


• Technical Support Specialist

•

at Suki East Coast Remote Suki is creating a new category in the health-tech space: the digital assistant. Our product will be

• the

• What we want to accomplish and why we need you

•

We are a user-driven company and are committed to making sure every pixel of our product is in service of the doctor. Were a team of technologists, clinicians, and industry experts working together to push the limits on technology used in medicine. Were confident enough to move fast and talented enough not to break things. Check out this to learn more about our mission and our culture.

Our tech stack includes GCP, Kubernetes, Golang, Python, React, C++, TypeScript, JavaScript, Swift, Kotlin, gRPC, and GraphQL.


• What you will do every day

•

As the Technical Support Specialist, you will be the first line of defense for our customers who need support. Your goal is straightforward: ensure our customers are always happy and supported. You will ensure that all issues or questions that our customers have are addressed immediately (either by you or your team). You will be the central hub for any bug, issue, question or feature request that comes from either our external or internal customers. The role will work directly with customer success, operations, engineering and product and will work to solve, triage, and escalate all customer issues and feedback.

This team supports Suki users 24 hours a day, 7 days a week therefore working outside of normal working hours, including weekends and overnight shifts, may be required.


• User-centered:

• You are obsessed with the customer experience. Youre energized by talking to customers and you cant wait to translate key consumer needs into business and product requirements. You have an innate understanding of user behavior.


• Data Driven:

• You use metrics to drive decision making


• Self-starter:

• You are motivated by impossible challenges and energized by creating something new.


• Process Oriented:

• Our tech support process will constantly need to be iterated on to ensure our users have the best experience possible, and youre excited about this.


• Technical experience:

• You have the ability to handle complex technical issues that may require some level of engineering understanding

• .

•


• Adaptability:

• You thrive in a fast-moving organization that uses light-weight processes and cutting-edge technology to have a huge impact.


• Rigor:

• You are detail oriented and hold others to a high standard.


• Qualifications:

•


• Understanding of medical documentation or terminology is required


• Previous experience in medical transcription or scribe experience very helpful


• Adept with tools like JIRA, Salesforce, Intercom, Zoho Desk and experience with handling support tickets/customer forums, etc.


• Hands-on Experience troubleshooting and fixing issues specifically in a production grade SaaS environment, is required.


• Solid analytical skills and experience with tools/processes needed for data-driven decision-making


• Exceptional written and oral communication skills, including English usage, grammar, punctuation, and style.


• Impeccable attention to detail


• Understanding of advanced network architectures, networking domain, Kubernetes and/or deploying containerized services on Google Cloud platform would be a big plus

This position is remote within the East Coast time zone of the United States. You are welcome to visit and/or work out of our office in Redwood City, California. One week a year, we gather for a company-wide retreat.


• Tell me more about Suki

•


• On a roll:

• Named by Fast Company as one of the most innovative companies, named Googles Partner of the Year for AI/ML, named by Forbes as one of the top 50 companies in AI .


• Great team:

• Founded, managed, and backed by successful tech veterans from Google and Apple and medical leaders from UCSF and Stanford. We have technologists and doctors working side-by-side to solve complex problems.


• Great investors:

• Were backed by Venrock, First Round Capital, Flare Capital, March Capital , and others. With our $55M Series C financing, we have the resources to scale.


• Huge market:

• Disrupting a massive, growing $30+ billion market for transcription, dictation, and order-entry solutions. Our vision is to become

• the

• voice user interface for healthcare, relieving the administrative burden on doctors instead of adding to it.


• Great customers:

• Our solutions are used in health systems and clinics across the country, supporting clinicians across dozens of specialties. Check out what one of our says about how Suki has helped his practice.


• Impact:

• Youll make an impact from day one. Youll join a team working towards a shared purpose with a culture built upon deep empathy for doctors and passion for making their lives better.

Suki is an Equal Opportunity Employer. We are dedicated to building a company that fosters inclusion and belonging and reflects the diverse communities we serve across the country. We know we are stronger this way, and we look forward to growing our team with these shared values.

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