Sona (getsona.com)

Support Engineer

• 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, escalating to developers when necessary and keeping the customer informed
• Acting as a subject matter expert on our software products, providing guidance and assistance to customers and internal teams
• Helping to maintain, update and improve our FAQs and Knowledge base with the latest product updates
• Supporting data uploads and configuration exercises for our US customers
• Responding to customer questions and requests during their system UAT period, pre launch
• Delivering customer training sessions

Technical Customer Support Engineer

• 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 and escalating to developers when necessary
• Acting as a subject matter expert on our software products, providing guidance to customers and internal teams
• Helping to maintain, update and improve FAQs and Knowledge base with the latest product updates
• Maintaining/updating customer account configurations
• Being the voice of our customer and sharing feedback with the Product team to improve customer experience

Technical Support Engineer

Account Executive

• Own the full sales lifecycle for mid-to-enterprise sized customers in frontline sectors (Social Care or Hospitality)
• Drive revenue growth within mid-enterprise segments in your frontline sectors
• Own the full sales cycle from strategic prospecting to closing deals, ensuring accurate forecasting and pipeline management
• Build deep relationships with key decision-makers and stakeholders in target accounts, positioning Sona as a must-have solution
• Be the face of Sona at industry events and conferences, driving pipeline activity and elevating our brand
• Collaborate cross-functionally with Marketing, Customer, and Product teams to refine campaigns, enhance onboarding, and provide market insights that shape our product roadmap
• Work closely with founders, VP Sales, and a high-performing marketing team