Technical Customer Support Engineer

📋 Description

• • Own the end-to-end technical support experience for North-American customers of Sona’s AI-native workforce-management platform, acting as the first dedicated Technical Support Engineer on the continent and shaping how the region is served for years to come.
• • Deliver fast, empathetic and technically accurate assistance across email, live-chat and (occasionally) video, turning complex scheduling, HR, payroll and communications questions into clear, actionable answers that keep 100k+ frontline workers productive.
• • Diagnose and reproduce software issues ranging from mis-configured pay rules to API edge-cases, using browser dev-tools, SQL, Metabase and log files; when code changes are required you will write concise bug reports in Linear/JIRA, pair with developers and keep customers informed until resolution.
• • Build and continuously refine self-service pathways: create step-by-step articles, GIF walk-throughs and decision-tree macros in Zendesk so that common questions are deflected without human touch, while still preserving a human tone.
• • Own customer data migrations and UAT support for new US enterprise launches—ingest CSV/Excel files, map fields, validate calculations and run training sessions that turn nervous HR teams into confident super-users before go-live.
• • Serve as the voice of the customer inside Sona: aggregate feedback themes, quantify impact and present findings in fortnightly Product Syncs so roadmap decisions are grounded in real-world pain points.
• • Collaborate closely with UK-based support peers in a follow-the-sun model; document tribal knowledge, contribute to shared playbooks and help hire and mentor the next wave of US support talent as the region scales.
• • Maintain and update customer account configurations (roles, permissions, integrations) via internal admin tools, ensuring changes are version-controlled, tested and communicated.
• • Monitor support KPIs—first-response time, resolution time, CSAT and ticket deflection—and propose experiments (new automations, updated SLAs, proactive outreach) to push the metrics in the right direction.
• • Champion a culture of ownership: when something breaks at 4 pm on a Friday you don’t wait—you swarm, fix and write the post-mortem so it never breaks the same way twice.
• • Stay curious about the industries we serve (care, hospitality, retail, logistics) so that your answers reflect not only how the software works but how a 24/7 roster impacts real people on the ground.
• • Thrive in a remote-first, high-growth startup where priorities can shift weekly; you see ambiguity as a chance to write the playbook rather than a reason to wait for instructions.