Technical Support Specialist

About the role

Sovos is seeking a Technical Support Specialist to act as the vital link between its SaaS tax‑compliance platform and the customers who rely on it. You will resolve escalated technical issues, ensure smooth customer experiences, and contribute to product improvement through feedback and collaboration.

Key responsibilities

• Respond to and resolve support tickets, calls, and emails promptly and professionally.
• Troubleshoot software problems by replicating issues, identifying root causes, and implementing solutions.
• Document all interactions, issues, and resolutions in the ticketing system and escalate complex problems when needed.
• Create and maintain knowledge‑base articles and troubleshooting guides, leveraging AI tools for better content quality.
• Provide product training and onboarding assistance to new customers and conduct follow‑ups to ensure satisfaction.
• Identify recurring issues and work with product teams on improvement opportunities.
• Participate in on‑call rotations to deliver after‑hours support.

Required profile

• Strong ability to troubleshoot complex technical issues in a customer‑facing environment.
• Excellent verbal and written communication skills, with patience and empathy under pressure.
• Problem‑solving mindset with solid analytical and diagnostic abilities.
• Comfortable using AI‑assisted workflows and quickly learning new software platforms.

Required skills

• Experience with SaaS platforms.
• Proficiency in using ticketing systems.
• Familiarity with AI tools for knowledge‑base creation and content discovery.

What we offer

• Opportunity to work on cutting‑edge digital technology in a global leader.
• Supportive environment focused on personal and professional growth.
• Impactful work that contributes to tax‑compliance innovation.