[Hiring] Technical Support Specialist @Sonar Software

Role Description

The Technical Support Specialist is responsible for providing high-quality support to both external customers and internal teams using our Sonar software application. This role serves as the first point of contact for troubleshooting technical issues, answering product-related questions, and ensuring an exceptional customer experience.

• Diagnoses and resolves software problems.
• Guides users through step-by-step solutions.
• Documents issues to support continuous improvement.
• Collaborates closely with cross-functional teams including engineering, product, and customer success.
• Escalates complex issues and communicates resolutions.
• Maintains customer satisfaction and improves internal processes.

Key Responsibilities

• Provide front-line customer support via phone and ticketing systems.
• Troubleshoot and resolve SaaS application issues, guiding customers through step-by-step solutions.
• Reproduce reported issues, gather logs, screenshots, and diagnostic data, and document findings clearly.
• Escalate complex or unresolved issues to senior support team members, engineering, and customer success teams, with complete and actionable information.
• Maintain ownership of customer issues through to resolution, ensuring timely follow-up and communication.
• Accurately document all interactions, troubleshooting steps, outcomes, and ticket fields in the ticketing system.
• Contribute to and maintain our Sonar Knowledge Base and Support Wiki articles.
• Identify recurring issues and recommend process, product, or tooling improvements.
• Collaborate cross-functionally with Product, Engineering, and Customer Success teams.
• Ensure compliance with security, privacy, and data protection protocols.
• Attain functional proficiency and a technical understanding of our Sonar Software application.
• Participate in assigned projects if capacity allows.
• All other duties as assigned by Manager.

Success Metrics (KPIs)

• Meet or exceed SLAs for first response time and resolution time.
• Maintain high customer satisfaction (CSAT) scores.
• Consistently manage ticket volume and backlog within team expectations.
• Deliver high-quality, complete, and accurate ticket documentation.
• Contribute regularly to Knowledge Base improvements.

Qualifications

• 1+ years of experience in a B2B customer support role.
• Strong troubleshooting and problem-solving skills with the ability to identify root causes.
• Experience managing multiple priorities in a fast-paced environment.
• Excellent verbal and written communication skills.
• Ability to interact professionally and empathetically with customers and internal teams.
• Self-motivated, reliable, and comfortable working in a remote environment.
• Experience leveraging AI.

Technical Skills

• Familiarity with SaaS platforms and cloud-based applications.
• Familiarity with ticketing systems.
• Exposure to engineering tracking tools (Jira, Azure DevOps, etc.).
• Basic knowledge of databases or SQL (nice to have).

Physical/Work Environment Requirements

• Prolonged periods of sitting or standing at a desk while working on a computer.
• Ability to communicate effectively via virtual platforms (video calls, phone, and email).
• Reliable high-speed internet connection and adequate home office setup for remote work.
• Adequate home office setup: The candidate must have a quiet and dedicated workspace that is free from distractions to ensure productivity and maintain confidentiality.
• Visual acuity: Good vision is necessary for reviewing detailed documents and data on computer screens.
• Manual dexterity: The ability to use a keyboard, mouse, and other office equipment is required.
• Occasional travel for company meetings, training sessions, or team events.