Technical Support Engineer

New

Skills

AI Proficiency B2B SaaS Communication Skills Customer Support JIRA Metabase SQL Technical Support User Acceptance Testing (UAT) Zendesk

As a Technical Support Engineer, you will provide essential technical support to US customers through various channels, including email and live chat. You will diagnose issues, assist customers with configuration, data uploads, and pre-launch User Acceptance Testing (UAT). Your role will also involve acting as a subject matter expert on Sona's products, aiding both customers and internal teams.

Key Responsibilities
  • Provide technical support via email and live chat.
  • Diagnose and resolve customer issues.
  • Assist with configuration, data uploads, and pre-launch UAT.
  • Act as a subject matter expert on Sona's products.
  • Build and maintain intuitive support flows and update knowledge base.
  • Feed customer insights to the Product team for product improvement.
  • Help shape and document the US support processes as the team grows.
Required Skills & Qualifications
  • 3-5+ years in a technical customer-facing role in B2B SaaS.
  • High proficiency in AI tools to improve operations.
  • Strong communication skills to explain technical issues to non-technical users.
  • Experience in cross-functional work with customer and post-sales teams.
  • Comfortable operating autonomously in an evolving environment.
  • Bonus: Experience with WFM, Zendesk, SQL, Metabase, or JIRA.

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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