[Hiring] Junior Technical Support Specialist @Sovos Compliance

Role Description

At Sovos, we're looking for a Junior Technical Support Specialist who thrives on solving complex technical challenges for customers using our SaaS platform. You'll serve as the critical bridge between our technology and the people who rely on it, providing expert resolution to escalated technical issues and ensuring an excellent customer experience. This role requires availability to work Wednesday through Sunday, 8pm to 3am, supporting our LATAM customer base during critical hours.

• Respond to and resolve technical support tickets, calls, and emails with professionalism and urgency, focusing on PostgreSQL database issues, file imports, and custom reporting challenges.
• Troubleshoot software issues by replicating problems, identifying root causes, and implementing solutions; leverage AI tools to streamline diagnostics and improve resolution speed.
• Conduct regular follow-ups on incident tickets to ensure complete resolution and customer satisfaction.
• Document all customer interactions, issues, and resolutions in the ticketing system; create and maintain knowledge base articles and troubleshooting guides.
• Escalate complex technical problems to appropriate teams when necessary, acting as a liaison between support and development with analysis at both the code and architecture levels.
• Monitor availability, performance, and capacity of technology platforms; participate in implementations, upgrades, and maintenance activities.
• Create scripts and automation tools to improve support efficiency and proactively address recurring issues.

Qualifications

• Availability to work Wednesday through Sunday, 8pm to 3am.
• Solid technical support experience managing mission-critical enterprise applications.
• Strong expertise in PostgreSQL database management.
• Skilled in incident, problem, and request management within a tiered support structure, with a track record of high-availability infrastructure support.
• Knowledge of programming languages such as JavaScript, Python, Java, or C#, and comfortable reviewing logs.
• Familiar with cloud infrastructure (AWS, OCI), Windows and Linux administration, and API-based services and integrations.
• Fluent in English and comfortable using AI-assisted workflows to improve output quality while applying critical judgment to validate AI-generated content.
• Due to client contractual obligations, the successful candidate will be asked to clear a background check upon hire.

Benefits

• Global Mentoring Programs
• AI Tools and Technology from Day 1
• Continuous Learning and Development
• Language Learning Support
• Global Employee Recognition Platform and Programs
• Global Parental Leave Policy
• Medical Insurance
• Dental and Vision Insurance
• Life Insurance
• Monthly Food Vouchers
• Christmas Bonus
• Vacation Bonus

Company Description

Sovos is transforming tax compliance from a business requirement to a force for growth. Our flagship product, the Sovos Compliance Cloud platform, enables businesses to identify, determine, and report on every tax obligation across the globe. Sovos processes nearly 20 billion transactions per year, helping companies scale their compliance strategy in 150+ countries.

• More than 100,000 customers – including half the Fortune 500 – trust Sovos’ tax and regulatory expertise and unparalleled integration with their business applications.
• Learn more at sovos.com.