Technical Support Lead

Boston, NH - USA

Monthly Salary: $ 70000 - 90000

Posted on: Yesterday

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.

Your main tasks will be:

Provide exceptional support: Youll 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: Youll escalate bugs or unresolved cases to Engineering with clear and structured information.
Empower our users: Youll provide timely and accurate responses to customer questions offering guidance and workarounds to ensure a seamless user experience.
Build our knowledge base: Youll contribute to and maintain our knowledge base articles FAQs and customer-facing documentation helping our users find answers on their own.
Drive improvement: Youll monitor recurring support issues and analyze ticket data to identify patterns and opportunities to streamline workflows and implement automation.
Be the link between teams: Youll work closely with engineering and product teams to reproduce and resolve complex technical problems. Youll 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 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

About SonioEach 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 ...