Technical Support Analyst, Sonio
$70-90k
+ 10%
More information about location
4 days a week in office
Ultrasound reporting for OB-GYN practices
Be an early applicant
Ultrasound reporting for OB-GYN practices
21-100 employees
Be an early applicant
$70-90k
+ 10%
More information about location
4 days a week in office
21-100 employees
Company mission
To give access to high-quality prenatal care everywhere.
Role
Who you are
- Ideally, you have prior experience in a support engineer or 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
- Hubspot ticketing experience is appreciated
- A natural problem-solver who excels at troubleshooting 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 currently actively expanding in the United States
- We are working with two major clinics in the country and are implementing several new clients
- In this context, we're looking for our first Technical Support Analyst to join our Operations team
- Working with your manager, the Head of Operations & AM, you will be able to implement processes and have a strong impact on customer satisfaction
- For that, you’ll be the crucial link between our customers and our engineering and product teams
- You'll not only resolve technical challenges but also help us make our product even better
- Provide exceptional support: You'll be the first point of contact for our customers, providing top-notch support via phone and our ticketing system. You'll listen to their needs, resolve their issues efficiently, and ensure they leave happy
- Be a detective: You'll conduct in-depth analysis of technical problems, documenting and standardizing your troubleshooting steps to improve efficiency for the whole team
- 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
Application process
- We move fast and aspire to be transparent over the process - our objective is that the process from the first chat to an offer is no longer than a month
- We also aspire to give an answer to every application in a week
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: $31.7m
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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