Technical Support Specialist

About the Role:

Suno is a technology company based in New York City at the intersection of health-tech and fintech. With a mission to assist over 37 million Americans suffering from hearing issues, Suno provides accessible and affordable medical treatment solutions. By leveraging innovative technology, Suno is committed to improving accessibility to healthcare and enhancing the quality of life for its users.

We are seeking a detail-oriented and technically proficient Support Specialist to provide advanced technical support to customers and internal teams. You will be responsible for handling escalated issues that Tier 1 support cannot resolve, performing in-depth troubleshooting, and collaborating with engineering or development teams to identify and implement solutions.

Key Responsibilities:

• Respond to and resolve escalated customer issues from Tier 1 support via ticketing systems, email, or chat.
• Diagnose technical issues related to software or application problems.
• Collaborate with Tier 3 teams (e.g., developers or engineers) to resolve complex bugs or product issues.
• Document technical issues and solutions clearly and thoroughly in the internal knowledge base.
• Maintain and update customer-facing documentation such as; instructional videos and user-friendly guides.
• Analyze recurring problems and provide recommendations for product or process improvements.
• Maintain SLAs (Service Level Agreements) and ensure timely resolution of support tickets.
• Assist with onboarding and training of new support staff as needed.
• Maintain, update, and optimize internal knowledge base content to ensure accuracy, accessibility, and suitability for AI-powered search and support tools.
• Participate in after-hours support rotations.

Qualifications:

Required:

• Bachelor’s degree or related certification, preferably in Computer Science, Information Systems, or related field.
• 2+ years in technical support, IT support, or help desk role (preferably in Tier 2 capacity).
• Strong troubleshooting skills with Windows/macOS, networking, and common enterprise software.
• Experience with ticketing systems (e.g., Intercom, Linear, Zendesk, Jira).
• Excellent communication and customer service skills.
• Ability to translate technical jargon into user-friendly language.
• Ability to speak to clients on the phone as well as in writing.

Preferred:

• Experience in Healthcare or HealthTech.
• Experience in SaaS environments or supporting cloud based proprietary software platforms.

Key Competencies:

• Analytical and problem-solving skills
• Team collaboration and communication
• Attention to detail and accuracy
• Ability to handle multiple priorities under pressure
• Demonstrates a customer-first mindset by delivering clear, empathetic, and solution-focused assistance that prioritizes user satisfaction and trust.



This is a full-time remote position. Some client-facing work may require occasional flexibility in hours around clinic schedules. 

Salary: $75,000 – $90,000 USD

Health Insurance: Medical, dental, and vision coverage

Life Insurance: Company-provided life insurance

Work Location: Fully remote — US-based

Time Off: Flexible PTO