Technical Support Analyst I

What we want to accomplish and why we need you

Suki is a leading technology company that provides AI voice solutions for healthcare. Its mission is to reimagine the healthcare technology stack, making it invisible and assistive to lift the administrative burden from clinicians. Its flagship product is Suki Assistant, an AI assistant that uses generative AI to automatically create clinical documentation by ambiently listening to patient-clinician conversations. Suki helps clinicians complete notes 72% faster on average, assists with other tasks including coding and answering questions, and generates incremental revenue for organizations, delivering a 9X ROI in year 1. Suki also offers its proprietary AI and speech platform, Suki Platform, to partners who want to create best-in-class ambient and voice experiences for their solutions. Clinicians that use Suki already spend over 70% less time on administrative tasks, and we’re striving to do even better. Come and join us!

We are a user-driven company and are committed to making sure every pixel of our product is in service of the doctors. We’re a team of technologists, clinicians, and industry experts working together to push the limits on technology used in medicine. We’re confident enough to move fast and talented enough not to break things.

What will you do everyday?

As a Technical Support Analyst I, you will be responsible for providing timely, accurate, and customer-focused technical support to Suki users.

• Serve as the first point of contact for customers experiencing technical issues or requiring product assistance.

• Monitor and respond to customer questions and support requests through chat, email, and ticketing systems.

• Troubleshoot common application, account, configuration, device, browser, connectivity, and integration-related issues using established troubleshooting procedures.

• Gather relevant information from customers, including error messages, screenshots, timestamps, user details, environment information, and steps to reproduce an issue.

• Analyze logs and available system information to identify potential causes and determine the appropriate next steps.

• Reproduce issues in appropriate test or non-production environments when required.

• Follow documented troubleshooting procedures, support playbooks, and escalation guidelines.

• Accurately categorize, prioritize, document, and track customer issues in the support ticketing system.

• Identify issues that require escalation to Level 2 Technical Support, Engineering, Product, SRE, or other teams and provide complete technical context with the escalation.

• Maintain ownership of customer communication until the issue is resolved or appropriately transitioned to the next support level.

• Communicate clearly with customers regarding troubleshooting steps, status, expected next steps, and resolution.

• Meet established response-time, resolution-time, and support-quality targets.

• Identify recurring customer issues and communicate trends, product gaps, and knowledge gaps to the appropriate teams.

• Contribute to and maintain internal troubleshooting documentation, knowledge articles, FAQs, and support playbooks.

• Participate in product training, release readiness, and production sanity testing as required.

• Learn new Suki products, features, integrations, and support processes and proactively share knowledge with the team.

• Follow security, privacy, and healthcare data-handling requirements when working with customer information.

• Participate in incident response and operational support activities according to established procedures.

• Collaborate closely with Customer Success, Product, Engineering, SRE, Operations, and other teams to resolve customer issues efficiently.

• Contribute to continuous improvement of support processes, tools, documentation, and customer experience.

Ok, you're sold, but what are we looking for in the perfect candidate?

• User-centered: You care deeply about the customer experience and are able to communicate with customers patiently, professionally, and empathetically.

• Curious and analytical: You enjoy understanding how systems work, asking the right questions, investigating problems, and identifying the root cause of issues.

• Technical: You have a strong interest in technology and can troubleshoot application and technical issues using logs, documentation, system information, and structured troubleshooting approaches.

• Process-oriented: You follow established processes consistently while identifying opportunities to improve them.

• Accountable: You take ownership of assigned issues, follow through on commitments, and keep customers and internal teams informed.

• Adaptable: You are comfortable working in a fast-moving environment where products, technologies, and processes evolve quickly.

• Collaborative: You work effectively with Support, Engineering, Product, SRE, Customer Success, and Operations teams.

• Detail-oriented: You maintain accurate ticket notes, capture relevant technical information, and pay attention to details that can help resolve issues faster.

• Continuous learner: You are comfortable learning new products, technologies, healthcare workflows, and troubleshooting techniques.

• Data-driven: You understand the importance of support metrics and use data and trends to improve your work and identify recurring issues.

Requirements

• A minimum of 3+ year’s experience in application development or Level 1 support is desired.

• Assist with day-to-day production/non-production concerns, serve as a point of contact for urgent and/or complex issues, and manage expectations.

• Applying standards and researching/sharing best practices, learning new products and product updates and proactively sharing knowledge with teams, documenting and escalating gaps/weaknesses, and documenting technical specifications.

• It is necessary to have prior experience deploying, running, and supporting software services, as well as troubleshooting and fixing issues in a production-grade SaaS environment.

• Must be detail-oriented, self-directed, and have excellent follow-up abilities, as well as be results-oriented.

• Understanding of microservice-based architectures and the principles of the Linux operating system

• Experience with technologies such as JIRA, Salesforce, and Intercom, as well as handling support tickets/customer forums, etc.

• Technically adept with cloud services and a thorough understanding of SaaS.

• Communication and conflict resolution abilities that are second to none

• Task management abilities, as well as the capacity to analyze critically, prioritize efficiently, and communicate quickly are required.

• Experience using or integrating with an EMR is a plus

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

• Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis

• Provide regular verbal and written communications regarding status, risks, issues, as well as makes recommendations for remediation or change

• Understanding of medical documentation and medical terminology required

• Scribe or medical transcription experience strongly preferred

• Understanding of advanced network architectures, networking domain, Kubernetes and deploying containerized services on Google Cloud platform would be preferred.

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

*We don’t necessarily expect to find a candidate that has done everything listed, but you should be able to make a credible case that you’ve done most of it and are ready for the challenge of adding new skills to your resume.

Tell me more about Suki

• On a roll: Named by Fast Company as one of the most innovative companies, named Google’s 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: We’re backed by Venrock, First Round Capital, Flare Capital, March Capital, Hedosophia and others. With our $165M raised so far, 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 users says about how Suki has helped his practice.

• Impact: You’ll make an impact from day one. You’ll 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.