ABOUT SUNO
Suno is a venture-backed startup revolutionizing practice management for audiology and speech clinics. Our all-in-one, AI-powered EMR platform is helping independent clinics modernize their workflows, engage patients, and grow faster. We're one of the fastest-growing healthcare SaaS companies in the U.S., trusted by hundreds of providers and backed by top-tier investors.
ABOUT THE POSITION
Support is the heartbeat of our customer relationships --- and we're looking for someone who takes that seriously. As our Technical Support Lead, you'll own our most complex tickets, lead escalated client calls, and be the person customers trust when things go wrong.
This is a hands-on individual contributor role. You're not here to manage people or assign tasks---you're here to step in, solve problems, defuse tense client situations, and see issues through from first contact to resolution.
WHAT YOU'LL DO
Own Complex Support Work --- Primary Focus
- Actively work support tickets daily, focusing on complex and escalated issues
- Take full ownership of issues from first response to resolution
- De-escalate frustrated or high-risk customers with confidence
Customer-Facing Escalation Handling
- Communicate directly with customers primarily via email, chat, and occasionally live calls (Zoom/phone)
- Lead customer calls to troubleshoot, clarify issues, gather information for engineering escalations, and drive resolution
- Build trust with customers during high-pressure or sensitive situations
- Clearly explain technical issues in a way customers can understand
Operate as Technical Escalation Lead (IC Role)
- Serve as the final escalation point before leadership
- Partner with product/engineering when needed, while maintaining ownership
- Ensure escalations are resolved thoroughly and professionally
- Know when to escalate to engineering vs. resolve independently
Improve Systems --- Secondary Responsibility
- Identify patterns in tickets and recurring issues
- Create practical playbooks and improve escalation workflows
- Contribute to and help maintain the Suno knowledge base
- Provide feedback and guidance to the broader support team to improve consistency
What This Role Is NOT
- Not a people manager or HR role
- Not a delegation-only leadership role
- Not a back-office or non-customer-facing position
This is a hands-on, customer-facing IC role with a strong emphasis on owning tickets and resolving issues directly.
WHAT WE'RE LOOKING FOR
Core Experience
- 5 years in technical support (SaaS or complex healthcare product)
- Proven experience handling high-complexity tickets and escalations directly
- Comfortable being customer-facing, including live calls
- 3 years healthcare technology background
Technical & Customer Strength
- Advanced troubleshooting across systems, integrations, and workflows
- Ability to identify bugs vs. training issues vs. configuration problems quickly
- Strong written and verbal communication skills
- Ability to confidently lead customer calls and de-escalate tense situations
- Comfortable working in Intercom, Linear, or similar support/ticketing platforms (Jira, Zendesk)
Mindset
- You prefer solving problems directly rather than delegating
- You take ownership and follow through without relying on others
- You're comfortable being the person customers speak to when things go wrong
- You're organized, consistent, and don't let things fall through the cracks
COMPENSATION & BENEFITS
- Salary - $70,000 -- $120,000 USD
- Medical, dental, and vision coverage
- Company-provided life insurance
- Work Location: Fully remote --- US-based
- Time Off - Flexible PTO