Technical Support Engineer

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 the 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 involves providing technical support to customers via various channels including email and live chat, building out intuitive support flows, troubleshooting and diagnosing complex technical issues, acting as a subject matter expert, maintaining/updating FAQs and the Knowledge base, maintaining/updating customer account configurations, and sharing customer feedback with the Product team.