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workforce management customer support b2b saas sql jira📋 Description
- Provide technical support to US customers via email and live chat; diagnose issues.
- Support customers through configuration, data uploads, and pre-launch UAT.
- Act as subject matter expert on Sona's products for customers and internal teams.
- Build and maintain intuitive support flows; keep knowledge base updated.
- Feed customer insights to Product to help build a better product.
- Help shape and document how US support runs as the team grows.
🎯 Requirements
- 3-5+ years in a technical customer-facing role in B2B SaaS.
- High AI proficiency; uses AI tools to improve operations.
- Strong communicator; explains tech issues to non-technical users.
- Experience cross-functional work with customer/post-sales teams.
- Based in Austin, TX and able to travel to the Austin office.
- Comfortable operating with autonomy in an evolving environment.
- Bonus: WFM, Zendesk, SQL, Metabase, or JIRA experience.
🎁 Benefits
- Hybrid and flexible working (Austin area)
- Share options
- 401k contributions with employer match up to 2%
- Health insurance from day one (UnitedHealthcare)
- Enhanced parental leave and pay
- Co-working space stipend
- Bi-annual all-expenses-paid team retreats
- MacBook and home office equipment budget
- Professional development budget
- Unlimited free books
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