Sanas is revolutionizing the way we communicate with the world’s first real-time algorithm, designed to modulate accents, eliminate background noises, and magnify speech clarity.
Pioneered by seasoned startup founders with a proven track record of creating and steering multiple unicorn companies, our groundbreaking GDP-shifting technology sets a gold standard.
Sanas is a 200-strong team, established in 2020.
In this short span, we’ve successfully secured over $100 million in funding.
Our innovations have been supported by the industry’s leading investors, including Insight Partners, Google Ventures, Quadrille Capital, General Catalyst, Quiet Capital, and other influential investors.
Our reputation is further solidified by collaborations with numerous Fortune 100 companies.
With Sanas, you’re not just adopting a product; you’re investing in the future of communication.
We are seeking a Technical Support Engineer to serve as a key technical resource, ensuring the timely resolution of customer issues while maintaining high standards of service quality.
This role involves working closely with cross-functional teams to diagnose, troubleshoot, and resolve technical problems, both remotely and on-site when necessary.
The successful candidate will be expected to:
Roles & Responsibilities: - Act as the primary technical contact for customers experiencing issues with our products or services.
- Monitor support tickets and ensure they are acknowledged and updated within SLA timeframes.
- Provide top-tier support to our global customer base, embodying our commitment to a world-class customer experience.
- Own issues fully without supervision and communicate effectively via email or calls based on the problem’s criticality.
- Diagnose and troubleshoot technical problems using systematic methods and tools.
- Identify product issues and drive resolution of complex problems, escalating unresolved issues appropriately and providing detailed analysis.
- Replicate problems in test environments to isolate root causes, documenting issues thoroughly with logs, screenshots, and traces.
- Understand customer setups and offer technical advice with a positive attitude, sharing tips, best practices, and solutions.
- Collaborate with Solutions Architects, Product & Engineering, QA, and Customer Success teams to resolve issues and enhance product performance.
- Develop expertise on existing and planned product technologies, including related products and services.
- Maintain excellent relationships with customers and partners, ensuring high satisfaction.
- Participate in team and company-wide meetings, contributing to strategic support planning.
Technical Skills: - Strong understanding of Windows application troubleshooting, including UI, functionality, and performance issues.
- Deep knowledge of Windows OS, hardware, software, and configurations.
- Expertise in debugging, error analysis, and problem-solving within Windows and Linux environments.
- Ability to analyze logs, events, and packet captures effectively.
- Solid understanding of networking concepts, including Active Directory, firewalls, proxies, deployment tools, and authentication protocols.
- Preferred background in media, especially in audio processing and communications.
- Proficiency in scripting (PowerShell, Batch) for automation and troubleshooting.
- Familiarity with SQL and query languages is a plus.
- Basic knowledge of cloud platforms (Azure, AWS, GCP) is advantageous.
Soft Skills: - Excellent verbal and written communication skills.
- Empathy and patience in dealing with customers, even in challenging situations.
- Systematic analysis and reasoning abilities.
- Customer-centric mindset, committed to high-quality support.
- Ability to work independently and collaboratively.
- Active listening skills to understand customer needs thoroughly.
- Problem ownership and escalation when necessary, with a focus on customer satisfaction.
- Effective collaboration across teams to resolve complex issues.
- Attention to detail in documenting interactions and resolutions.
- Willingness to learn continuously about products, industry trends, and support best practices.
- Capacity to manage multiple priorities and deliver results under pressure.
Joining us means contributing to the world’s first real-time speech understanding platform, revolutionizing Contact Centers and Enterprises alike.
Our technology empowers agents, transforms customer experiences, and drives measurable growth.
But this is just the beginning.
You'll be part of a team exploring the vast potential of an increasingly sonic future.
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