Sonio · 1 day ago
Technical Support Analyst
Boston, KY
Full-time
Hybrid
Entry, Mid Level
$70K/yr - $90K/yrSonio is a company focused on improving women's and children's health through technological innovation. They are seeking a Technical Support Analyst to join their Operations team, acting as a crucial link between customers and engineering teams to enhance customer satisfaction and improve product quality.
Artificial Intelligence (AI)Health CareHealth DiagnosticsMedical Device
Responsibilities
Provide exceptional support: You'll be the first point of contact for our customers, providing top-notch support via phone and our ticketing system. You'll listen to their needs, resolve their issues efficiently, and ensure they leave happy
Be a detective: You'll conduct in-depth analysis of technical problems, documenting and standardizing your troubleshooting steps to improve efficiency for the whole team
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
Qualification
Required
Prior experience in a support engineer or 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
A natural problem-solver who excels at troubleshooting 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
Preferred
Hubspot ticketing experience is appreciated
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
Company
Sonio
Sonio is an AI-based support platform for fetal ultrasound, helping practitioners analyze and diagnose congenital malformations.
Founded in 2020
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$30.15MKey Investors
European Innovation Council
2024-05-08Acquired
2023-07-11Series A· $14.32M
2022-12-19Seed· $7.96M
Leadership Team
Cecile Brosset
Co-founder & CEO
Remi Besson
Associé fondateur Sonio
Recent News
AstuteAnalytica India Pvt. Ltd.
2025-12-03
Elaia
2025-04-28
2025-04-28
Company data provided by crunchbase