Technical Support Specialist

Sonar Software

16h•Remote

About The Position

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. The Technical Support Specialist diagnoses and resolves software problems, guides users through step-by-step solutions, and documents issues to support continuous improvement. They collaborate closely with cross-functional teams including engineering, product, and customer success. Escalating complex issues and communicating resolutions. Success in this role requires strong problem-solving skills, clear communication, and the ability to manage multiple priorities in a fast-paced environment. The Technical Support Specialist plays a critical role in maintaining customer satisfaction, improving internal processes, and ensuring effective use of the organization’s software solutions.

Requirements

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
Familiarity with SaaS platforms and cloud-based applications
Familiarity with ticketing systems
Exposure to engineering tracking tools (Jira, Azure DevOps, etc.)

Nice To Haves

Basic knowledge of databases or SQL

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 payments, 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.
Participating in assigned projects if capacity allows.
All other duties as assigned by Manager