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 RoleCustomer 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.ResponsibilitiesProviding 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 customersResponding to customer questions and requests during their system UAT period, pre launchDelivering customer training sessionsYou Should Apply If YouLove Building Relationships: You’re great at building trust, communicating openly, and collaborating to solve problems. You build levels of satisfaction and engagement that lead to happy, referenceable customers.Take Ownership: You’re self-motivated, take initiative, and are excited about shaping the future of the Customer Support team in a fast-growing company.Enjoy Problem-Solving: You have a solutions-first attitude and think about the bigger picture to find creative, scalable solutions.Thrive in a Fast-Paced Environment: You’re adaptable and excited to learn in a rapidly changing startup environment.Required Skills And ExperienceCustomer Support Experience: 3-5 years in technical customer-facing roles (SaaS B2B environment preferred) with a track record of delivering customer-centric support.Curiosity & Desire To Learn: Experience in a startup or high-growth environment with ambiguity; ability to lean into the unknown.Strong Communication Skills: Able to communicate complex technical items clearly to diverse audiences, including senior leaders.A Tech-Savvy & Analytical Mindset: Quick learner of new systems, able to prioritise work and address root causes.We’ll Feel Especially Lucky If You Also HaveExperience in a B2B SaaS startupExperience with SQL, Metabase, Zendesk, Linear, JIRA, or SendgridExperience in Care, Hospitality, or Workforce ManagementFamiliarity with GIFs and graphics usageShare optionsRemote and flexible working (New York area preferred)Benefits: 20 days annual leave (plus holidays and sick leave), 401k with employer match up to 2%, comprehensive health insurance from day one (UnitedHealthcare), enhanced parental leave & pay, co-working space stipend, bi-annual team retreats, Macbook and home office budget, and unlimited booksNote: this represents a typical benefits package for a US-based, full-time employee. Exact details may vary by location and employment type; please ask your Talent contact to clarify available benefits. #J-18808-Ljbffr