Technical Support Engineer

3 billion people across the world work in frontline jobs. Yet, despite rising costs and staff shortages, frontline organisations are still left to choose between paper, Excel, and WhatsApp, or decade-old workforce management solutions to take care of the most important part of their businesses - their people.

Enter Sona: the next generation of AI-native, frontline workforce management. We’ve built an end-to-end platform covering Scheduling, HR, Payroll, and Communications that gives the largest frontline organisations everything they need to staff more intelligently and empower their teams.

In under 4 years, we’ve already made a deep impact on the lives of over 100k frontline workers and the operation of their organisations, grown the team to 120+, and secured over $50M in funding from notable VC’s, including Felicis, Northzone, Gradient Ventures (Google), SpeedInvest, Antler, and Notion Capital, plus notable angels like Tom Blomfield (Monzo).

More on working at Sona here.

About the Role

Customer Support is a small, quickly growing team at Sona and it’s a hugely exciting time to be joining; we’re still small enough that you’ll have a significant impact on the company and culture, yet large enough that we have a great structure, experienced leaders and world-class benefits in place.

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.

This role will involve:

• 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

You Should Apply If You

• 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.

Required Skills and Experience

• 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.
  

We’ll Feel Especially Lucky If You Also Have

• Previous experience working in a B2B SaaS startup environment

• Previous experience using SQL, Metabase, Zendesk, Linear, JIRA, or Sendgrid

• Previous experience in Care, Hospitality, or Workforce Management industries

• Familiarity with applied usage of graphics interchange format files

Benefits

• Salary: $70-85k

• Share options

• Remote and flexible working (New York area preferred)

• 20 days annual leave (plus public holidays and separate sick leave etc)

• 401k contributions, employer match up to 2%

• Comprehensive health insurance available from day one (UnitedHealthcare)

• Enhanced parental leave & pay

• Co-working space stipend

• Bi-annual all expenses paid team retreats

• The latest Macbook and equipment budget for your home office

• Professional development budget

• Unlimited free books

Note: this represents a typical benefits package for a US-based, full-time employee. Exact details may vary based on location and employment type but we try to be as fair as possible to all of our team members. Please ask your contact in the Talent team to clarify the available benefits for you.