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Technical Support Engineer - Remote

Posted Yesterday
Customer Service
Full Time
NY, USA
$70,000 - $85,000/year

Overview

As a Technical Support Engineer at Sona, you’ll be responsible for becoming a true product and technical expert, ensuring our customers receive the highest level of service, and acting as a liaison between Support and Development teams.

In Short

  • Providing technical support to customers via various channels including email and live chat.
  • Building out intuitive support flows to direct customers to the right support documentation.
  • Troubleshooting and diagnosing complex technical issues related to our software products.
  • Acting as a subject matter expert on our software products.
  • Helping to maintain and improve our FAQs and Knowledge base.
  • Maintaining/updating customer account configurations.
  • Being the voice of our customer, sharing feedback with the Product team.
  • Supporting data uploads and configuration exercises for our US customers.
  • Responding to customer questions during their system UAT period.
  • Delivering customer training sessions.

Requirements

  • 3-5 years of experience in technical customer-facing roles.
  • Experience in a startup environment.
  • Strong communication skills with all levels of staff.
  • Tech-savvy and analytical mindset.

Benefits

  • Salary: $70-85k
  • Share options
  • Remote and flexible working
  • 20 days annual leave plus public holidays
  • 401k contributions, employer match up to 2%
  • Comprehensive health insurance available from day one
  • Enhanced parental leave & pay
  • Co-working space stipend
  • Bi-annual all expenses paid team retreats
  • The latest Macbook and equipment budget for your home office
  • Professional development budget
  • Unlimited free books
Sona logo

Sona

Sona is a pioneering company that has developed the Frontline Operating System, an innovative end-to-end platform designed to manage shift-based workforces and empower frontline teams. With a focus on enhancing workforce management through advanced scheduling, time and attendance, HR, and payroll functionalities, Sona offers industry-specific plugins and a user-friendly experience that simplifies frontline operations. In just three years, Sona has made a significant impact on the lives of tens of thousands of frontline workers and has grown to a team of over 100 employees. Backed by notable venture capital firms and angel investors, Sona is in a phase of rapid growth, providing a dynamic environment where employees can make a substantial impact on the company's trajectory and culture.

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