Technical Support Specialist

Build Your Future With Us

The digitization of tax compliance is fundamentally changing global commerce and how businesses need to operate and grow. Governments now have real-time visibility into business data, creating new challenges and new opportunities for organizations around the world. At Sovos, we're transforming tax compliance from a business requirement into a driver of growth through AI-powered technology that delivers the accurate, real-time insights businesses need to make smarter decisions.

We're solving more than today's tax compliance challenges. We're helping reshape global economies by enabling organizations to navigate increasingly complex and rapidly changing regulatory environments with confidence – and helping communities thrive.

AI is accelerating what's possible, enabling tax and technology professionals to more effectively drive critical regulatory decisions. That's where Sovos excels, combining intelligent technology with human expertise to help customers stay ahead of change.

Don't worry if you don't check every box. We're focused on hiring great people, not perfect resumes. It's less about what you've done elsewhere and more about what you're capable of doing here.

The Role

At Sovos, we're building solutions that help more than 8,000 customers navigate complex tax compliance challenges across 70+ countries. As a Technical Support Specialist, you'll be the critical bridge between our SaaS platform and our customers, delivering swift resolution to escalated technical issues and ensuring an excellent experience at every touchpoint. This role puts you at the center of customer success, solving real problems and driving continuous improvement.

More specifically, you will:

• Respond to and resolve technical support tickets, calls, and emails in a timely and professional manner, troubleshooting software issues by replicating problems, identifying root causes, and implementing solutions.
• Leverage AI tools and modern support technologies to diagnose issues faster, surface relevant solutions, and streamline documentation of customer interactions, issues, and resolutions in the support ticketing system.
• Escalate complex technical problems to appropriate Sovos support teams when necessary, ensuring seamless handoffs and customer communication throughout the process.
• Create and maintain knowledge base articles and troubleshooting guides that empower both customers and internal teams to resolve common issues independently.
• Provide product training and onboarding assistance to new customers, conducting regular follow-ups to ensure satisfaction with resolutions.
• Identify recurring issues and collaborate with product teams on improvement opportunities, staying current with product updates, new features, and technical developments.
• Participate in on-call rotations to provide after-hours support when needed, balancing multiple support cases with varying priorities.

What You Bring to Sovos

• Strong technical aptitude with the ability to quickly learn new software platforms and technologies, including comfort with AI-assisted workflows and support tools.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users in a clear, approachable way.
• Patient and empathetic approach to customer service, even during high-stress situations, paired with a problem-solving mindset and strong analytical abilities.
• Experience with ticketing systems such as Zendesk, Freshdesk, or similar platforms, and a basic understanding of web technologies, APIs, and integration concepts.
• Self-motivated with the ability to work independently while also collaborating effectively with team members, adapting to changing requirements and evolving software capabilities.
• Fluent in English for phone calls and written communication with customers, in addition to the primary language for the product(s) being supported.
• Due to client contractual obligations, the successful candidate will be asked to clear a background check upon hire.

Life at Sovos

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

• Global Mentoring Programs
• AI Tools and Technology from Day 1
• Continuous Learning and Development
• 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

Equal Opportunity Employer
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 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.

Ready to make your move?

We'd love to hear from you. Use the Apply button at the top of this page to submit your application