Technical Support Engineer

About the Role As our Technical Support Engineer in the US, you'll be the first support team member on the ground in the region - working closely with our UK-based support team and our Austin-based Solutions Architect and Project Manager to ensure our US customers receive the highest level of service. This is a role with real variety. Day to day, you'll own technical support across email and live chat, troubleshoot complex product issues, and act as the bridge between our customers and our development team. You'll also have the opportunity to support customers through configuration, data uploads, and UAT during their pre-launch period - getting hands‑on with the product at a deeper level and helping customers go live successfully. Being first in a region means you'll shape how support runs here. That's genuinely exciting if you're someone who wants to build, not just execute - and who's energised by the autonomy that comes with owning something from the ground up. You'll be working across time zones with a UK team that's invested in your success, alongside Austin‑based colleagues in our go‑to‑market team, with real visibility into the product and the customer base. Responsibilities: Provide technical support to US customers via email and live chat, troubleshooting and diagnosing complex software issues and escalating to developers where needed Support customers through configuration, data uploads, and pre‑launch UAT Act as subject matter expert on Sona's products, providing guidance to customers and internal teams Build and maintain intuitive support flows and keep the knowledge base updated as the product evolves Feed customer insights and feedback to the Product team to help us build a better product Help shape and document how support runs in the US as we grow the team around you Requirements: 3‑5+ years in a technical customer‑facing role - Customer Support, Technical Support, Customer Enablement, or similar - ideally in a B2B SaaS environment High AI proficiency: you actively use AI tools in your work and are genuinely curious about how they can improve operations and workflows Strong communicator - you can break down complex technical issues for non‑technical audiences and collaborate clearly across internal teams Experience working cross‑functionally, ideally in a customer, post‑sales, or professional services environment Based in Austin, TX and able to travel to our Austin office a few days a week Comfortable operating with autonomy in an environment that's still being built - you find this exciting, not unsettling Bonus: experience in Workforce Management, Care, or Hospitality sectors; familiarity with Zendesk, SQL, Metabase, or JIRA. Benefits: Salary: $70,000 - $85,000 Hybrid and flexible working (Austin area) Share options 401k contributions, employer match up to 2% Comprehensive health insurance available from day one (UnitedHealthcare) Enhanced parental leave & pay Co‑working space stipend Bi‑annual all expenses paid team retreats The latest Macbook and equipment budget for your home office Professional development budget Unlimited free books Note: this represents a typical benefits package for a US‑based, full‑time employee. Exact details may vary based on location and employment type but we try to be as fair as possible to all of our team members. Please ask your contact in the Talent team to clarify the available benefits for you. #J-18808-Ljbffr Sona