Technical Support Specialist Entry Level

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 the critical bridge between our SaaS platform and our customers, providing swift resolution to escalated technical issues raised by Customer Support and other customer-facing teams. Your role is crucial in ensuring an excellent customer experience by resolving technical issues quickly, escalating complex problems when necessary, and contributing to a culture of continuous improvement.

More Specifically, You Will

Respond to and resolve technical support tickets, calls, and emails in a timely and professional mannerTroubleshoot software issues by replicating problems, identifying root causes, and implementing solutionsDocument all customer interactions, issues, and resolutions in the support ticketing systemEscalate complex technical problems to appropriate Sovos support teams when necessaryCreate and maintain knowledge base articles and troubleshooting guidesProvide product training and onboarding assistance to new customersConduct regular follow-ups with customers to ensure satisfaction with resolutionsIdentify recurring issues and collaborate with product teams on improvement opportunitiesStay current with product updates, new features, and technical developmentsParticipate in on-call rotations to provide after-hours support when neededLeverage AI-powered tools to enhance troubleshooting efficiency and support documentation

What We Need From You

Strong technical aptitude with the ability to quickly learn new software platforms and technologiesExcellent verbal and written communication skills, with the ability to explain technical concepts to non-technical usersPatient and empathetic approach to customer service, even in high-stress situationsProblem-solving mindset with strong analytical and diagnostic abilitiesExperience with ticketing systems (Zendesk, Freshdesk, or similar platforms)Basic understanding of web technologies, APIs, and integration conceptsSelf-motivated with the ability to work independently while collaborating effectively with team membersStrong time management skills to balance multiple support cases with varying prioritiesAdaptability to changing requirements and evolving software capabilitiesAbility to speak and write English in addition to the primary language for the product(s) being supported (may include Spanish, Portuguese, or Turkish)Minimal travel required (less than 25%), both domestic and international, to Sovos locations and events

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-OffComprehensive Health BenefitsBi-Weekly Meeting Free DaysMentoring ProgramsGlobally recognized Training and Development programsVirtual English Club through Rosetta Stone, 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.