Technical Support Analyst I

What we want to accomplish and why we need you.

Suki is creating a new category in the health tech space - the digital assistant. We are going to be the voice user interface for healthcare. What does that mean? Currently, doctors use their electronic medical record system to track patient encounters (a digital version of the old paper charts you used to see in your doctor s office and on TV). These systems can be hard to navigate and very time consuming to manage. Time that doctors would rather have to spend with their patients. This is the problem we re solving right now! Doctors that use Suki already spend over 50% less time on administrative tasks and we are striving to do even better.

We are a product driven company. We re a GCP shop and 100% container run using Kubernetes. Our tech stack includes Golang, Python, React, React Native, Swift, Android, Java, Kotlin, GraphQL, and JavaScript.

What will you be doing?

Level 1 Analyst

JIRA, Zoho Desk, or Intercom

This team will be supporting Suki users 24 hours a day, 7 days a week therefore working outside of normal working hours, including weekends and overnight shifts, will be required. This position will primarily be working on Night shifts from 9:00 AM PDT to 5:00 PM PDT, with some rotations.

Ok, youre sold, but what are we looking for in the perfect candidate?

• User-centered:

  You are obsessed with the customer experience. You re energized by talking to customers and you can t 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 you re 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

• 1 - 4 years

  of experience in a customer support, service desk, or operations support role.


• Handle day-to-day user management tasks including

  user account creation, password resets, access updates

  , and basic profile maintenance.


• Monitor cloud dashboards and alerts, and

  escalate issues

  to the appropriate technical teams when needed.


• Respond to support tickets and user inquiries through tools such as

  JIRA, Zoho Desk, Intercom

  , or similar platforms.


• Provide clear, professional, and timely communication to end users regarding ticket status, issue updates, and resolutions.


• Accurately document actions taken and follow standard operating procedures for all support processes.


• Collaborate with cross-functional teams to ensure smooth onboarding and access provisioning for new users.


• Maintain strong attention to detail to ensure data accuracy and compliance with internal guidelines.


• Basic understanding of

  cloud services

  (Dashboards, Basic monitoring).


• Solid

  task management and prioritization skills

  , with the ability to handle multiple tasks efficiently.


• Impeccable

  attention to detail

  and commitment to maintaining data accuracy.


• Experience working with documentation, support processes, or customer-facing communication is a plus.


• (Optional/Preferred) Exposure to SaaS tools or basic IT operations is an advantage.

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 , 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 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.