Hybrid Technical Support Analyst

at Sonio

• Job title: Technical Support Analyst
• Job type: Full Time
• Experience level: Junior
• Salary: $70,000 - $90,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud, SQL
• Location requirements: Hybrid, Boston, United States

About the role

• Technical Support Analyst at Sonio providing exceptional customer support and improving user experience in prenatal screening. Collaborating with engineering and product teams to resolve technical challenges.

Responsibilities

• Provide exceptional support: You'll be the first point of contact for our customers, providing top-notch support via phone and our ticketing system. Handle common product questions, configuration issues, and known problems, ensuring customers feel heard, supported, and informed.
• Be a detective: You'll escalate bugs or unresolved cases to Engineering with clear and structured information.
• Empower our users: You'll provide timely and accurate responses to customer questions, offering guidance and workarounds to ensure a seamless user experience.
• Build our knowledge base: You'll contribute to and maintain our knowledge base articles, FAQs, and customer-facing documentation, helping our users find answers on their own.
• Drive improvement: You'll monitor recurring support issues and analyze ticket data to identify patterns and opportunities to streamline workflows and implement automation.
• Be the link between teams: You'll work closely with engineering and product teams to reproduce and resolve complex technical problems. You'll work with Customer Success to translate customer feedback and support trends into actionable insights that help us improve.

Requirements

• Ideally, you have prior experience in technical support or a similar role
• An empathetic communicator who can explain complex technical concepts to non-technical users.
• Comfortable with technical environments, familiarity with SaaS platforms and cloud applications.
• Basic SQL knowledge to assist with reporting and automation efforts is a plus
• Hubspot ticketing experience is appreciated
• A natural problem-solver who excels at troubleshooting customer and software issues, providing effective workarounds, and getting to the root of a problem.
• A proactive and autonomous self-starter who looks for ways to improve processes and implement automation.

Benefits

• Health Insurance (Medical plan, vision, dental) - up to 30,000$ per year + FSA & HSA
• 401(k) - up 4% of your salary matched
• Life Insurance - covering 2 times your salary, up to $200k
• An attractive Parental Policy for primary and secondary caregivers
• 20 PTO + 1 week offered between Christmas and New Year
• Offices in Boston (HQ) & New York (incl. free breakfast, drinks & gym)
• Flexible hours & remote policies
• Commuter Benefits
• One offsite per year in France & regular team building with US team
• Ongoing trainings and continuous opportunities for professional growth and development, specifically unlimited access to coaching