Technical Support Engineer, Sona

• Love Building Relationships: Whether it’s with customers or internal teams, you’re great at building trust, communicating openly, and collaborating to solve problems
• Through strong customer rapport, you’re skilled at building levels of satisfaction and engagement that lead to happy, referenceable customers
• Take Ownership: You’re self-motivated, love taking initiative, and feel excited about helping shape the future of the Customer Support team in a fast-growing company
• Where things may seem ambiguous, you’re quick to lean in, ask questions, and propose solutions to agree on a clearer path
• Enjoy Problem-Solving: You have a solutions-first attitude, and you're always thinking about the bigger picture to find creative ways to make customers successful
• You feel comfortable identifying challenges early and working with internal teams to find smart, scalable solutions
• Thrive in a Fast-Paced Environment: You’re adaptable, excited to learn, and comfortable working in a rapidly changing startup environment
• We’re still writing our Customer Support playbook and you’ll fit right in if you find this exciting instead of daunting
• Customer Support Experience: You’ve got at least 3-5 years of experience in technical customer-facing roles like Customer Support, Customer Experience, or Customer Enablement (preferably supporting a technical product in a SaaS B2B environment)
• You aim high and are driven to develop your career in a customer-centric role
• Curiosity & Desire To Learn: You’ve worked in a startup environment or company with high growth and lots of ambiguity; you’re comfortable in an environment where we don’t have all the answers and lean into the unknown with curiosity
• Strong Communication Skills: You’re comfortable working with people at all levels, including senior leaders and C-level execs. You can break complex technical items down into easy-to-understand concepts
• Internally, you’re clear, concise, and comfortable collaborating across teams to get things done
• A Tech-Savvy & Analytical Mindset: You’re tech savvy, can learn new systems quickly and are adept at prioritising your work efficiently
• As a problem solver, you always try to tackle the root cause of any issue and fix that as well

Desirable

• As a Technical Support Engineer at Sona, you’ll be responsible for becoming a true product and technical expert, ensuring our customers receive the highest level of service, and acting as a liaison between Support and Development teams
• As our first Technical Support Engineer in North America, you’ll work closely with our support members in the UK and play a strong part in growing the USA branch of our team
• 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
• Maintaining/updating customer account configurations
• Being the voice of our customer - continuously sharing feedback from our customers with the Product team to improve the customer experience
• 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

• Deadline to Apply: 10 October 2025 at 00:00 BST