About Sonio

Each year, 140M children are born. Birth defects affect 1 in 33 births in developed countries, and in 50% of cases, they are not detected during prenatal examinations. Prenatal medicine is particularly complex, and the scans impose heavy responsibilities on healthcare professionals. They can also be a source of stress for future parents.

Resulting from 5 years of collaboration between world-renowned experts from Necker Hospital and Ecole Polytechnique, Sonio uses artificial intelligence to improve prenatal screening and diagnosis. Based on patented algorithms and a proprietary expert database, Sonio aims to become the reference tool to help practitioners improve screening, reduce diagnostic errors, and optimize pregnant women’s medical path.

Sonio's mission is to improve women's and children's health by promoting access and quality of care through technological innovation, medical expertise, and collective intelligence.

About the role

Sonio is currently actively expanding in the United States. We are working with two major clinics in the country and are implementing several new clients.

In this context, we're looking for a Technical Support Analyst to join our Operations team. Working with your manager, the Lead of Account Management, you will be able to implement processes and have a strong impact on customer satisfaction.

For that, you’ll be the crucial link between our customers and our engineering and product teams. You'll not only resolve technical challenges but also help us make our product even better.

Your main tasks will be:

• Provide exceptional support: You'll be the first point of contact for our customers, providing top-notch support via phone and our ticketing system. Handle common product questions, configuration issues, and known problems, ensuring customers feel heard, supported, and informed.

• Be a detective: You'll escalate bugs or unresolved cases to Engineering with clear and structured information.

• Empower our users: You'll provide timely and accurate responses to customer questions, offering guidance and workarounds to ensure a seamless user experience.

• Build our knowledge base: You'll contribute to and maintain our knowledge base articles, FAQs, and customer-facing documentation, helping our users find answers on their own.

• Drive improvement: You'll monitor recurring support issues and analyze ticket data to identify patterns and opportunities to streamline workflows and implement automation.

• Be the link between teams: You'll work closely with engineering and product teams to reproduce and resolve complex technical problems. You'll work with Customer Success to translate customer feedback and support trends into actionable insights that help us improve.

About the profile

Sonio is a mission-driven company so interest in our mission is critical. Other requirements are:

• Ideally, you have prior experience in technical support or a similar role

• An empathetic communicator who can explain complex technical concepts to non-technical users.

• Comfortable with technical environments, familiarity with SaaS platforms and cloud applications.

• Basic SQL knowledge to assist with reporting and automation efforts is a plus

• Hubspot ticketing experience is appreciated

• A natural problem-solver who excels at troubleshooting customer and software issues, providing effective workarounds, and getting to the root of a problem.

• A proactive and autonomous self-starter who looks for ways to improve processes and implement automation.

Benefits:

⚕️Health Insurance (Medical plan, vision, dental) - up to 30,000$ per year + FSA & HSA

👵 401(k) - up 4% of your salary matched

⛑️ Life Insurance - covering 2 times your salary, up to $200k

🐣 An attractive Parental Policy for primary and secondary caregivers

🏝️ 20 PTO + 1 week offered between Christmas and New Year

🖥️ Offices in Boston (HQ) & New York (incl. free breakfast, drinks & gym)

⏰ Flexible hours & remote policies

🚎 Commuter Benefits

✈️ One offsite per year in France & regular team building with US team

🚀 Ongoing trainings and continuous opportunities for professional growth and development, specifically unlimited access to coaching

Location: Boston preferred, New York is also possible - Due to our strong presence on the West Coast, this position requires working 4 days a week in the PST time zone

Salary: $70,000-90,000 + 10%

We move fast and aspire to be transparent over the process - our objective is that the process from the first chat to an offer is no longer than a month. We also aspire to give an answer to every application in a week - if you have not heard from us, please follow up at [email protected].