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 at Sovos, you will serve as a technical authority and escalation point within our support organization, handling our most complex customer issues while providing guidance to the broader team. Your role combines advanced technical troubleshooting capabilities with strategic thinking to improve overall support operations and product quality. You will drive continuous improvement in customer satisfaction metrics while mentoring team members and contributing to product development decisions.

More specifically, you will:

• Handle escalated, complex technical support cases that require deep product knowledge and advanced troubleshooting skills
• Escalate complex technical problems to appropriate engineering or other Sovos teams when necessary in a timely manner
• Document all customer interactions, issues, and resolutions in the support ticketing system
• Design and implement technical solutions for recurring customer problems
• Mentor and provide technical guidance to Technical Support Specialists
• Develop and maintain comprehensive technical documentation, including knowledge base articles and internal training materials
• Collaborate with Product and Engineering teams to represent the voice of the customer in product improvements
• Create and deliver technical training programs for both internal teams and customers
• Establish and refine support processes and best practices to improve team efficiency
• Serve as technical liaison between Support, Engineering, and Product Management teams
• Contribute to on-call rotations and provide guidance during critical incidents
• Leverage AI tools and emerging technologies to enhance troubleshooting efficiency and improve customer support outcomes

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
• Language proficiency: Able 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 include English, Spanish, Portuguese, or Turkish)
• Comfort with AI-powered support tools and openness to adopting new technologies that enhance customer service delivery
• Minimal travel required (less than 25%), both domestic and international, to Sovos locations and events
• Due to client contractual obligations, the successful candidate will be asked to clear a background check and drug test upon hire

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, Dental and Vision benefits
• 401(k) with employee sponsored match
• Bi-Weekly Meeting Free Days
• Mentoring Programs
• Globally recognized Training and Development programs
• Tuition Reimbursement, Time off to Volunteer, Charitable Giving Match, 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.

Company Background

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 global 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. For more information visit http://www.sovos.com and follow us on LinkedIn and Twitter.