🛠 Tech Stack

💼 About This Role

You'll provide technical support to US customers, owning email and live chat, and troubleshooting complex product issues. You'll act as the bridge between customers and the development team, and support customers through configuration and pre-launch UAT. You'll shape how support runs in the US, building processes from the ground up with high autonomy.

🎯 What You'll Do

• Provide technical support via email and live chat, diagnosing software issues and escalating to developers.
• Support customers through configuration, data uploads, and pre-launch UAT.
• Act as subject matter expert on Sona's products, guiding customers and internal teams.
• Build and maintain support flows and keep the knowledge base updated.

📋 Requirements

• 3-5+ years in a technical customer-facing role like Customer Support or Technical Support in B2B SaaS.
• High AI proficiency: actively uses AI tools in work and curious about improving operations.
• Strong communicator able to break down complex technical issues for non-technical audiences.
• Based in Austin, TX and able to work hybrid a few days a week.

✨ Nice to Have

• Experience in Workforce Management, Care, or Hospitality sectors.
• Familiarity with Zendesk, SQL, Metabase, or JIRA.

🎁 Benefits & Perks

• 💵 Salary $70k-$85k with share options
• 🏥 Comprehensive health insurance (UnitedHealthcare) from day one
• 🏖️ Enhanced parental leave & pay
• 💻 Latest Macbook and home office equipment budget
• 📚 Unlimited free books

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Technical Interview· 60 min
3. 3Offer· 30 min