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# Technical Support Specialist

- **Company:** Sonar Software, Inc.
- **Location:** United States (Remote available)
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Software Applications, JIRA, Microsoft Azure, Software as a Service, Databases, Issue Tracking Systems, Software Systems, SONAR (Symantec), SQL Databases, Diagnostic Tools, Wikis
- **Published:** October 13, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=0bd09ad22fecabaa

## About the Role

* 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

## Description

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., * 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