Technical Support Lead, Sonio
$70-90k
+ 10% Bonus
More information about location
Ultrasound reporting for OB-GYN practices
Open for applications
Ultrasound reporting for OB-GYN practices
21-100 employees
Open for applications
$70-90k
+ 10% Bonus
More information about location
21-100 employees
Company mission
To give access to high-quality prenatal care everywhere.
Role
Who you are
- Ideally, you have prior experience in technical support or a similar role
- An empathetic communicator who can explain complex technical concepts to non-technical users
- Comfortable with technical environments, familiarity with SaaS platforms and cloud applications
- Basic SQL knowledge to assist with reporting and automation efforts is a plus
- Hubspot ticketing experience is appreciated
- A natural problem-solver who excels at troubleshooting customer and software issues, providing effective workarounds, and getting to the root of a problem
- A proactive and autonomous self-starter who looks for ways to improve processes and implement automation
What the job involves
- Sonio is experiencing rapid growth in the United States, partnering with major clinics and onboarding new clients at an accelerating pace
- In this context, we're looking for our founding Technical Support Lead to build and scale our support function from the ground up
- You'll be joining at a pivotal moment: our customer base is growing exponentially, and we need someone who can build a support organization that scales alongside the business, without compromising on quality or customer trust
- Provide exceptional support: You'll be the first point of contact for our customers, providing top-notch support via phone and our ticketing system
- Handle common product questions, configuration issues, and known problems, ensuring customers feel heard, supported, and informed
- Be a detective: You'll escalate bugs or unresolved cases to Engineering with clear and structured information
- Empower our users: You'll provide timely and accurate responses to customer questions, offering guidance and workarounds to ensure a seamless user experience
- Build our knowledge base: You'll contribute to and maintain our knowledge base articles, FAQs, and customer-facing documentation, helping our users find answers on their own
- Drive improvement: You'll monitor recurring support issues and analyze ticket data to identify patterns and opportunities to streamline workflows and implement automation
- Be the link between teams: You'll work closely with engineering and product teams to reproduce and resolve complex technical problems
- You'll work with Customer Success to translate customer feedback and support trends into actionable insights that help us improve
Our take
The interpretation of medical scans, such as prenatal ultrasounds, is very difficult. As such, procedural behaviour can result in missed diagnoses for conditions that should have been looked for, given patient specifics, which is especially dangerous in the field of foetal medicine. Sonio provides AI-software to guide practitioners during ultrasound scans, to optimise prenatal diagnoses'.
Although medical professionals are highly trained, interpretive diagnostic tools such as ultrasound scans present particular challenges, and tools to help better the process are so-far scarce. In particular, finding congenital malformations – or birth defects – in foetuses has proven difficult, as there are numerous conditions with an array of markers. Sonio’s diagnostics combine medical history and genetic data to identify prenatal risks for each patient, highlighting what the physician should be looking for. This is further combined with ultrasound semiology – which searches for markers in the scan – to ensure the practitioner does not overlook anything.
In 2024, the company was acquired by Samsung, a huge move that will benefit the company greatly going forward. While the company is continuing to operate independently, Samsung's software will further enhance its ultrasound tech offerings.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Jul 2023
$14m
SERIES A
Dec 2022
$3m
GRANT
Total funding: $31.9m
Company HQ
Sentier, Paris, France
Leadership
Cecile Brosset Dubois
(Co-Founder & CEO)Entrepreneur in Residence at Kamet Ventures. Former Director of Le Hub at Bpifrance. Previously Head of Strategy at FSI.
Deepak Prakash
(Co-Founder & CTO)Previously a Senior Engineering Manager at Verizon Media, a Software Architect at AlephD. They also previously Founded Zoomdeck Technologies where they served as CTO for over 2 years.
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