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Technical Support Engineer - Remote

Posted 2 days ago
Customer Service
Full Time
TX, USA
$70,000 - $85,000/year

Overview

The Technical Support Engineer at Sona will become a product and technical expert, ensuring high service levels for customers and liaising between Support and Development teams.

In Short

  • Provide technical support to customers via email and live chat.
  • Build intuitive support flows to guide customers to support documentation.
  • Troubleshoot and diagnose complex technical issues.
  • Act as a subject matter expert on software products.
  • Maintain and improve FAQs and Knowledge base.
  • Update customer account configurations.
  • Share customer feedback with the Product team.

Requirements

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

Benefits

  • Salary: $70-85k
  • Share options
  • Remote and flexible working
  • 20 days annual leave plus public holidays
  • 401k contributions with employer match
  • Comprehensive health insurance from day one
  • Enhanced parental leave and pay
  • Co-working space stipend
  • Bi-annual team retreats
  • Latest Macbook and equipment budget
  • 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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