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 custo …