Sovos · 2 days ago
Technical Support Specialist
United States
Contract
Remote
Mid, Senior LevelSovos is a global leader in tax compliance solutions, dedicated to transforming how businesses navigate regulatory challenges. As a Technical Support Specialist, you will handle complex customer issues, mentor team members, and drive improvements in customer satisfaction while collaborating with product and engineering teams.
Enterprise Resource Planning (ERP)Enterprise SoftwareFinancial ServicesSoftware
Responsibilities
Handle escalated, complex technical support cases that require deep product knowledge and advanced troubleshooting skills
Escalate complex technical problems to appropriate engineering or other Sovos teams when necessary in a timely manner
Document all customer interactions, issues, and resolutions in the support ticketing system
Design and implement technical solutions for recurring customer problems
Mentor and provide technical guidance to Technical Support Specialists
Develop and maintain comprehensive technical documentation, including knowledge base articles and internal training materials
Collaborate with Product and Engineering teams to represent the voice of the customer in product improvements
Create and deliver technical training programs for both internal teams and customers
Establish and refine support processes and best practices to improve team efficiency
Serve as technical liaison between Support, Engineering, and Product Management teams
Contribute to on-call rotations and provide guidance during critical incidents
Leverage AI tools and emerging technologies to enhance troubleshooting efficiency and improve customer support outcomes
Qualification
Required
Strong technical aptitude with the ability to quickly learn new software platforms and technologies
Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users
Patient and empathetic approach to customer service, even during high-stress situations
Problem-solving mindset with strong analytical and diagnostic abilities
Experience with ticketing systems (Zendesk, Freshdesk, or similar platforms)
Basic understanding of web technologies, APIs, and integration concepts
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
Language proficiency: Able to speak and write English for phone calls and messages to customers, in addition to the primary language for the product(s) being supported (may include English, Spanish, Portuguese, or Turkish)
Comfort with AI-powered support tools and openness to adopting new technologies that enhance customer service delivery
Minimal travel required (less than 25%), both domestic and international, to Sovos locations and events
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.
Founded in 1979
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