Technical Support Specialist

Job Summary

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.

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 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

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