Technical Support Lead
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Job Location:
Boston, NH - USA
Monthly Salary:
$ 80000 - 100000
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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 womens medical path.
Sonios mission is to improve womens and childrens health by promoting access and quality of care through technological innovation medical expertise and collective intelligence.
About the role
Sonio is experiencing rapid growth in the United States partnering with major clinics and onboarding new clients at an accelerating pace.
In this context were looking for our founding Technical Support Lead to build and scale our support function from the ground up.
Youll be joining at a pivotal moment: our customer base is growing exponentially and we need someone who can build a support organization that scales alongside the business without compromising on quality or customer trust.
1. Build: The Foundation
Be the Expert: Manage initial tickets and calls to master the product and build customer trust.
Structure Processes: Design SLAs escalation paths and workflows between Engineering and Product.
Tooling & Knowledge: Optimize HubSpot (automations/reporting) and create a self-serve knowledge base (FAQs/troubleshooting guides).
Voice of Customer: Translate user feedback into actionable insights for the product roadmap.
2. Scale: The Future
Team Growth: Recruit onboard and mentor a high-performing support team.
Operational Excellence: Track key KPIs (CSAT Resolution Time Cost-to-serve) and continuously automate to drive efficiency.
Strategic Leadership: Develop team autonomy and maintain high quality during 10x volume growth.
About the profile
Sonio is a mission-driven company so interest in our mission is critical. Other requirements are:
3-5 years in Tech Support Ops or CS (ideally SaaS or MedTech).
ou have thrived in hypergrowth environments and know how to build from scratch.
Proven ability (or strong potential) to lead coach and manage a team.
Proficient with ticketing tools (HubSpot Zendesk etc.); basic SQL is a plus.
Fluent in English
Benefits:
Health Insurance (Medical plan vision dental) - up to 30000$ 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: $ 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
