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Senior Technical Support Engineer (Philippines, Remote)

Posted 2 days agoViewed

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💎 Seniority level: Senior, 5+ years

🔍 Industry: SaaS

🏢 Company: Sully.ai👥 11-50💰 Series A 3 months agoArtificial Intelligence (AI)Electronic Health Record (EHR)Machine LearningHospitalAppsHealth CareSoftware

🗣️ Languages: English

⏳ Experience: 5+ years

Requirements:
  • At least 5+ years of technical support experience, within the SaaS or technology industry.
  • Exceptional English communication skills (both written and verbal).
  • Proficient in using support tools like Intercom and other relevant software.
  • 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
  • Ability to work autonomously in a fast-paced, remote environment.
  • A passion for building trust and strong relationships with customers at all levels.
  • Amenable to working US hours, including shifting schedules and weekends, to align with customer needs.
Responsibilities:
  • 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.
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