{"id":2571398,"url":"https://alion.io/job/sonar-technical-support-specialist","title":"Technical Support Specialist","company":{"id":1873336,"name":"Sonar","domain":"sonar.software","url":"https://alion.io/company/sonar-software","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":32000,"max_usd":55000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":28},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure DevOps","optional":false},{"name":"Jira","optional":false},{"name":"SQL","optional":false},{"name":"Azure","optional":true}],"status":"live","first_seen_at":"2026-10-14T22:34:55Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-18T01:44:48Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"About Sonar Software\nAt Sonar Software, we’re revolutionizing how internet service providers (ISPs) manage their operations. Our cutting-edge SaaS BSS/OSS solution empowers ISPs to streamline processes, enhance customer experiences, and drive growth. As a fast-growing, remote-first company, we thrive on collaboration and innovation. We’re on a mission to help ISPs bridge the digital divide and bring internet access to underserved communities.\nJob Summary\nThe 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.\nThe 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.\nSuccess 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.\nKey Responsibilities\nProvide front-line customer support via phone and ticketing systems\nTroubleshoot and resolve SaaS application issues, guiding customers through step-by-step solutions\nReproduce reported issues, gather logs, screenshots, and diagnostic data, and document findings clearly\nEscalate complex or unresolved issues to senior support team members, engineering payments, and customer success teams, with complete and actionable information\nMaintain ownership of customer issues through to resolution, ensuring timely follow-up and communication\nAccurately document all interactions, troubleshooting steps, outcomes and ticket fields in the ticketing system\nContribute to and maintain our Sonar Knowledge Base and Support Wiki articles\nIdentify recurring issues and recommend process, product, or tooling improvements\nCollaborate cross-functionally with Product, Engineering, and Customer Success teams\nEnsure compliance with security, privacy, and data protection protocols\nAttain functional proficiency and a technical understanding of our Sonar Software application.\nParticipating in assigned projects if capacity allows.\nAll other duties as assigned by Manager\nSuccess Metrics (KPIs)\nMeet or exceed SLAs for first response time and resolution time\nMaintain high customer satisfaction (CSAT) scores\nConsistently manage ticket volume and backlog within team expectations\nDeliver high-quality, complete, and accurate ticket documentation\nContribute regularly to Knowledge Base improvements\nQualifications\n1+ years of experience in a B2B customer support role\nStrong troubleshooting and problem-solving skills with the ability to identify root causes\nExperience managing multiple priorities in a fast-paced environment\nExcellent verbal and written communication skills\nAbility to interact professionally and empathetically with customers and internal teams\nSelf-motivated, reliable, and comfortable working in a remote environment\nExperience leveraging AI\nTechnical Skills\nFamiliarity with SaaS platforms and cloud-based applications\nFamiliarity with ticketing systems\nExposure to engineering tracking tools (Jira, Azure DevOps, etc.)\nBasic knowledge of databases or SQL (nice to have)\n\nPhysical/Work Environment Requirements\nProlonged periods of sitting or standing at a desk while working on a computer.\nAbility to communicate effectively via virtual platforms (video calls, phone, and email).\nReliable high-speed internet connection and adequate home office setup for remote work.\nAdequate home office setup: The candidate must have a quiet and dedicated workspace that is free from distractions to ensure productivity and maintain confidentiality.\nVisual acuity: Good vision is necessary for reviewing detailed documents and data on computer screens.\nManual dexterity: The ability to use a keyboard, mouse, and other office equipment is required.\nOccasional travel for company meetings, training sessions, or team events","description_format":"text","description_chars":4422,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Home office"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Internet Service Providers","Billing & Subscription Management"],"lifecycle":[{"event":"open","at":"2026-10-14T23:02:21Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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