Technical Support Engineer
Sona (getsona.com)
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $70,000 - $85,000 per year
Job Level
Mid-LevelSenior
Tech Stack
SQL
About the role
- 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
Requirements
- 3-5 years of experience in technical customer-facing roles (Customer Support, Customer Experience, Customer Enablement), preferably SaaS B2B
- Previous experience working in a B2B SaaS startup environment
- Curiosity and desire to learn; experience in high-growth, ambiguous environments
- Strong communication skills; able to work with senior leaders and C-level executives
- Tech-savvy and analytical mindset; can learn new systems quickly and prioritise work
- Solutions-first attitude and root-cause problem solving
- Experience using SQL, Metabase, Zendesk, Linear, JIRA, or Sendgrid (preferred)
- Previous experience in Care, Hospitality, or Workforce Management industries (preferred)
- Familiarity with applied usage of graphics interchange format files (preferred)