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Sona (getsona.com)

Technical Support Engineer

Sona (getsona.com)

. Provide technical support to US customers via email and live chat, troubleshooting and diagnosing complex software issues and escalating to developers where needed .

Posted 4/20/2026full-timeAustin • Texas • 🇺🇸 United StatesMid-LevelSenior💰 $70,000 - $85,000 per yearWebsite

Tech Stack

Tools & technologies
SQL

About the role

Key responsibilities & impact
  • Provide technical support to US customers via email and live chat, troubleshooting and diagnosing complex software issues and escalating to developers where needed
  • Support customers through configuration, data uploads, and pre-launch UAT
  • Act as subject matter expert on Sona's products, providing guidance to customers and internal teams
  • Build and maintain intuitive support flows and keep the knowledge base updated as the product evolves
  • Feed customer insights and feedback to the Product team to help us build a better product
  • Help shape and document how support runs in the US as we grow the team around you

Requirements

What you’ll need
  • 3-5+ years in a technical customer-facing role - Customer Support, Technical Support, Customer Enablement, or similar - ideally in a B2B SaaS environment
  • High AI proficiency: you actively use AI tools in your work and are genuinely curious about how they can improve operations and workflows
  • Strong communicator - you can break down complex technical issues for non-technical audiences and collaborate clearly across internal teams
  • Experience working cross-functionally, ideally in a customer, post-sales, or professional services environment
  • Based in Austin, TX and able to travel to our Austin office a few days a week
  • Comfortable operating with autonomy in an environment that's still being built - you find this exciting, not unsettling
  • Bonus: experience in Workforce Management, Care, or Hospitality sectors; familiarity with Zendesk, SQL, Metabase, or JIRA.

Benefits

Comp & perks
  • Hybrid and flexible working (Austin area)
  • Share options
  • 401k contributions, employer match up to 2%
  • Comprehensive health insurance available from day one (UnitedHealthcare)
  • 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

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supporttroubleshootingdiagnosing software issuesconfigurationdata uploadsUATAI proficiencyZendeskSQLMetabase
Soft Skills
strong communicatorcollaborationcross-functional teamworkautonomycustomer insightsguidanceproblem-solvingadaptabilitycuriositydocumentation