Sovos · 1 day ago
Senior Technical Support Engineer
United States
Full-time
Remote
Mid, Senior Level
2+ years expSovos is a global provider of tax compliance solutions, dedicated to transforming how businesses manage regulatory challenges. As a Senior Technical Support Engineer, you will leverage your product expertise and engineering principles to resolve complex technical issues, enhance customer experience, and contribute to product stability.
Enterprise Resource Planning (ERP)Enterprise SoftwareFinancial ServicesSoftware
Responsibilities
Handle escalated, complex technical support cases that require deep product knowledge and advanced troubleshooting skills
Document all customer interactions, issues, and resolutions in the support ticketing system
Investigate and resolve highly complex technical issues that require code-level understanding and engineering principles
Perform in-depth analysis of product architecture, APIs, databases, and integration points to troubleshoot advanced customer problems
Create and maintain technical documentation focused on system architecture, integration patterns, and advanced troubleshooting methodologies
Leverage AI-powered tools to enhance diagnostics, automate troubleshooting processes, and accelerate issue resolution
Develop custom scripts, tools, and utilities to diagnose issues and implement workarounds
Participate in product development cycles, including feature planning, beta testing, and release validation
Conduct code reviews and contribute fixes for customer-impacting issues in collaboration with the engineering team
Design and implement data migration strategies and complex customer configurations
Lead technical discovery sessions with customers to understand requirements and provide implementation guidance
Analyze system performance issues and provide optimization recommendations
Build and maintain testing environments that mirror customer implementations for advanced troubleshooting
Develop proof-of-concept solutions for complex customer use cases
Provide technical consultation on enterprise-level implementations and custom integrations
Create and deliver advanced technical training for internal teams and key customers
Contribute to on-call rotations and provide guidance during critical incidents
Qualification
Required
2+ years of experience in technical support or software engineering, preferably in the SaaS industry
Proficiency in at least one programming language relevant to the product stack (e.g., JavaScript, Python, Java, C#)
Strong understanding of databases, SQL, API design, and integration patterns
Experience with software development methodologies and version control systems (Git)
Advanced knowledge of web technologies, frameworks, and cloud infrastructure (AWS, Azure, GCP)
Understanding of networking concepts, security principles, and authentication protocols
Ability to read and understand code bases to determine root causes of issues
Experience with performance tuning, debugging, and optimization techniques
Familiarity with AI-powered diagnostic and support tools and a willingness to integrate them into your workflow
Strong analytical skills with the ability to break down complex technical problems systematically
Excellence in technical documentation with the ability to explain complex concepts clearly
Customer-focused mindset balanced with engineering discipline and best practices
Excellent project management skills with the ability to manage multiple high-complexity cases simultaneously
Demonstrated success in cross-functional collaboration between support, product, and engineering teams
Self-motivated with the ability to work independently while also collaborating effectively with team members
Time management skills to balance multiple support cases with varying priorities
Adaptability to changing requirements and evolving software capabilities
Due to client contractual obligations, the successful candidate will be asked to clear a background check and drug test upon hire
Benefits
Flexible Time-Off
Comprehensive Health, Dental and Vision benefits
401(k) with employee sponsored match
Bi-Weekly Meeting Free Days
Mentoring Programs
Globally recognized Training and Development programs
Tuition Reimbursement
Time off to Volunteer
Charitable Giving Match
And more!
Company
Sovos
Sovos provides IT-driven global tax, compliance, and trust solutions for businesses in an evolving regulatory landscape.
1001-5000 employees
H1B Sponsorship
Sovos has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (5)
2023 (4)
2022 (6)
2021 (3)
2020 (5)
Funding
Current Stage
Late StageTotal Funding
$118.8M2024-03-22Private Equity· $23.47M
2024-01-08Series Unknown· $7.22M
2023-06-29Series Unknown· $20.55M
Leadership Team
Kevin Akeroyd
CEO
David Woodworth
Chief Financial Officer
Recent News
Business Wire
2025-12-16
Company data provided by crunchbase