[Hiring] Advanced Technical Support Specialist @SOVRA

Role Description

SOVRA is looking for an Advanced Technical Support Specialist to help customers resolve complex issues across its contract lifecycle management applications. The role supports established products while contributing to the rollout and customer adoption of SOVRA’s next-generation platform.

• You troubleshoot and resolve complex customer issues and escalate issues when deeper product or development support is needed.
• You test reported behavior in staging environments, review application logs, document findings, and translate end-user descriptions into clear technical information.
• You track issues and changes in Jira and Zendesk, keeping records current through resolution.
• You manage customer expectations with clear updates on ticket status, delivery timing, releases, product upgrades, and next steps.
• You configure SOVRA CLM instances and create applications based on documented business requirements.
• You import customer data, support client upgrades, and assist or train customers with configuration when requested.
• You coordinate with Support, Development, Product, Services, Account Management, and Customer Success to negotiate requests and delivery time frames.
• You update processes, procedures, and training materials, support product communications, and participate in the 24/7 on-call rotation approximately every 3–5 weeks.

Qualifications

• You bring a strong foundation in technical support, including independent investigation and, where applicable, reviewing less-experienced colleagues’ work for quality.
• You have resolved and documented complex application issues using a structured troubleshooting process and sound judgment about when to escalate.
• You have supported web-based applications on Linux platforms and can review application logs to isolate problems.
• You have worked with support platforms such as Jira, Zendesk, or similar systems to manage issues through resolution.
• You communicate clearly with customers and technical teams, remain resourceful during demanding situations, and genuinely enjoy solving problems for others.
• You have worked with multiple SaaS or PaaS applications and can research, test, and learn unfamiliar systems independently.
• You hold a bachelor’s degree in a relevant field or bring equivalent technical experience.
• We are not able to sponsor work visas or transfers at this time.

Requirements

• Bilingual French and English — you can support customers and collaborate with colleagues in both French and English.

Benefits

• By 3 months: You respond to customer tickets, emails, and calls; create service and change requests; and provide support with guidance from the team.
• By 6 months: You independently own the specialist workflow, manage customer issues through resolution, and make sound escalation decisions.
• By 12 months: You support the next-generation product rollout through customer changes, configuration guidance, training, and issue resolution.

Company Description

SOVRA is a leading public procurement platform trusted by more than 7,000 government agencies and over 1 million suppliers across North America. Our work sits at the intersection of technology, public service, and accountability, helping governments operate more efficiently and transparently on behalf of the communities they serve.

What makes SOVRA unique is our deep focus on the public sector. Our solutions are purpose-built to solve real, complex procurement challenges, balancing compliance with usability and innovation.

At SOVRA, the work you do matters. Every improvement we make helps public organizations stretch taxpayer dollars further, operate with greater transparency, and deliver better outcomes for millions of people.