Technical Support Specialist

Technical Support Specialist

Build your future with Sovos. If you're seeking a career where innovation meets impact, you've come to the right place. As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate the ever-changing regulatory landscape.

At Sovos, we're dedicated to more than just solving compliance challenges -- we're committed to making a positive and lasting difference in everything we do. Our teams operate on the modern edge of digital technology, working not only to solve complex business challenges but also to enrich our personal, professional, and local communities.

Our purpose-built systems provide the tools you need to thrive in a world where governments demand increased visibility, faster reporting and greater control over business processes. Excited about the possibilities? So are we!

Don't worry if you don't check all the boxes -- apply anyway! We're focused on hiring the right people, not just the "right" resume. It's not about what you've done elsewhere; it's all about what you're capable of doing here.

The Work You'll Do:

As a Technical Support Specialist, you will serve as the critical bridge between our SaaS platform and Sovos customers, providing swift resolution to escalated technical issues raised from Customer Support or other Sovos customer-facing teams. Your role is crucial in ensuring excellent customer experience by resolving technical customer issues quickly (such as file imports, custom reports), escalating complex problems when necessary, and contributing to a culture of continuous improvement.

More specifically, you will:

• Respond to and resolve technical support tickets, calls, and emails in a timely and professional manner
• Troubleshoot software issues by replicating problems, identifying root causes, and implementing solutions
• Document all customer interactions, issues, and resolutions in the support ticketing system
• Escalate complex technical problems to appropriate Sovos support teams when necessary
• Create and maintain knowledge base articles and troubleshooting guides
• Provide product training and onboarding assistance to new customers
• Conduct regular follow-ups with customers to ensure satisfaction with resolutions
• Identify recurring issues and collaborate with product teams on improvement opportunities
• Stay current with product updates, new features, and technical developments
• Participate in on-call rotations to provide after-hours support when needed

What We Need From You:

• Strong technical aptitude with the ability to quickly learn new software platforms and technologies
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users
• Patient and empathetic approach to customer service, even during high-stress situations
• Problem-solving mindset with strong analytical and diagnostic abilities
• Experience with ticketing systems (Zendesk, Freshdesk, or similar platforms)
• Basic understanding of web technologies, APIs, and integration concepts
• Self-motivated with the ability to work independently while also collaborating effectively with team members
• Time management skills to balance multiple support cases with varying priorities
• Adaptability to changing requirements and evolving software capabilities
• Ability to speak and write English for phone calls and messages to customers, in addition to the primary language for the product(s) being supported (may be one of English, Spanish, Portuguese, Turkish)

What Does Sovos Offer You?

The tools to enhance your life - because we want you to enjoy your life outside of work and inside!

• Flexible Time-Off
• Comprehensive Health benefits
• Meal Vouchers to assist with food expenses
• Bi-Weekly Meeting Free Days
• Mentoring Programs
• Globally recognized Training and Development programs
• Virtual English Club through Rosetta Stone, and more!

Sovos is an equal opportunity employer committed to providing an environment that celebrates diversity and where equal employment opportunities are available to all applicants and employees. We do not discriminate against race, color, religions, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic provided by law. At Sovos, all employees are encouraged to bring their whole selves to work.

Sovos is a global provider of tax, compliance and trust solutions and services that enable businesses to navigate an increasingly regulated world with true confidence. Purpose-built for always-on compliance capabilities, our scalable IT-driven solutions meet the demands of an evolving and complex regulatory landscape. Sovos' cloud-based software platform provides an unparalleled level of integration with business applications and government compliance processes.

More than 100,000 customers in 100+ countries -- including half the Fortune 500 -- trust Sovos for their compliance needs. Sovos annually processes more than three billion transactions across 19,000 global tax jurisdictions. Bolstered by a robust partner program more than 400 strong, Sovos brings to bear an unrivaled global network for companies across industries and geographies. Founded in 1979, Sovos has operations across the Americas and Europe, and is owned by Hg and TA Associates.