Sanas is revolutionizing communication with the world’s first real-time algorithm that modulates accents, eliminates background noises, and enhances speech clarity. Founded by experienced startup entrepreneurs with a track record of creating unicorns, our innovative GDP-shifting technology sets a new industry standard. Established in 2020, Sanas has grown to a team of 200 employees and secured over $100 million in funding from top investors such as Insight Partners, Google Ventures, Quadrille Capital, General Catalyst, and Quiet Capital. We collaborate with numerous Fortune 100 companies, offering more than just a product — an investment in the future of communication. As a Technical Support Engineer , you will be a key technical resource, ensuring timely resolution of customer issues while maintaining high service standards. Your 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-level support to our global customer base, embodying our commitment to a world-class customer experience. Take full ownership of issues, handle customer communication via email or calls based on problem criticality. Diagnose and troubleshoot technical problems systematically. Identify product issues and drive resolution of complex problems, escalating unresolved issues appropriately and documenting thoroughly. Replicate problems in test environments to find root causes, documenting call logs, screenshots, network traces, etc. Understand customer setups and offer technical advice with a positive attitude, sharing tips and best practices. Collaborate with Solutions Architects, Product & Engineering, QA, and Customer Success teams to resolve issues and enhance product performance. Serve as a subject matter expert on existing and upcoming product technologies. Build and maintain strong relationships with customers and partners to ensure high satisfaction. Participate in team and company-wide meetings, contributing to support strategies. Technical Skills: Strong knowledge of Windows application troubleshooting, including UI, functionality, and performance issues. Deep understanding of Windows OS, hardware, software, and configurations. Expertise in debugging, error analysis, and troubleshooting in Windows and Linux environments. Solid understanding of networking concepts, including Active Directory, firewalls, proxies, deployment tools, and authentication protocols. Preferred experience in media, especially audio processing and communications. Skills in scripting (PowerShell, Batch, etc.) for automation and troubleshooting. Familiarity with SQL and query languages is a plus. Basic knowledge of cloud platforms like Azure, AWS, or GCP is advantageous. Soft Skills: Excellent verbal and written communication skills. Empathy and patience when dealing with customers. Systematic problem analysis and reasoning. Customer-centric approach with a focus on high-quality support. Ability to work independently and collaboratively. Active listening skills to understand customer needs thoroughly. Problem ownership, escalation when necessary, and focus on customer satisfaction. Effective collaboration with cross-functional teams. Attention to detail in documenting interactions and resolutions. Willingness to learn continuously and stay updated on industry trends. Ability to manage multiple priorities in a dynamic, high-pressure environment. Joining us means contributing to the world’s first real-time speech understanding platform, transforming contact centers and enterprises worldwide. Our technology empowers agents, enhances customer experiences, and drives growth. This is just the beginning of exploring the vast potential of an increasingly sonic future. #J-18808-Ljbffr