Technical Customer Support Engineer

November 7

🤠 Texas – Remote

Although this job is listed in Texas, this company may be open to hiring remote in other states.

💵 $70k - $85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Sona (getsona.com)

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The employee empowerment revolution has arrived. Sona is the modern app for the new era of frontline work, combining powerful productivity tools with a sleek, simple and intuitive user experience.

11 - 50 employees

📋 Description

• 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 • 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

🎯 Requirements

• 3-5 years of experience in technical customer-facing roles like Customer Support, Customer Experience, or Customer Enablement • Curiosity & Desire To Learn: You’ve worked in a startup environment or company with high growth and lots of ambiguity • Strong Communication Skills: You’re comfortable working with people at all levels, including senior leaders and C-level execs • A Tech-Savvy & Analytical Mindset: You’re tech savvy, can learn new systems quickly

🏖️ Benefits

• Share options • Remote-first and flexible working (Austin 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