As a Technical Support Specialist you will serve as the critical bridge between our SaaS platform and Sovos customers, providing swift resolution to escalated technical issues raised from Customer Support, or other Sovos customer-facing teams. Your role is crucial in ensuring excellent customer experience by resolving technical customer issues quickly, escalating complex problems when necessary, and contributing to a culture of continuous improvement.
Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Job ResponsibilitiesRespond to and resolve technical support tickets, calls, and emails in a timely and professional manner
Troubleshoot software issues by replicating problems, identifying root causes, and implementing solutions
Document all customer interactions, issues, and resolutions in the support ticketing system
Escalate complex technical problems to appropriate Sovos support teams when necessary
Provide product training and onboarding assistance to new customers
Conduct regular follow-ups with customers to ensure satisfaction with resolutions
Identify recurring issues and collaborate with product teams on improvement opportunities
Skills RequiredStrong 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
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
Language - Able to speak and write English for phone calls/messages to customers in addition to the primary language for the product(s) being supported
Environmental Job Requirement and Working ConditionsPrimary office location: Tucuman – Remote with ability to go to office available.
Position Requires
minimal (less than 25%) travel required both domestic and international to Sovos locations and events
Utilize technology (e.g., phone systems, computer hardware and software applications) to fulfill work requirements
Company Background
Sovos was built to solve the complexities of the digital transformation of tax, with complete, connected offerings for tax determination, continuous transaction control compliance, tax reporting and more. The company supports more than 8,000 customers, including half of the Fortune 500, operating in over 70 countries. Its SaaS products and proprietary Sovos S1 Platform integrate with a wide variety of business applications and government compliance processes. Sovos has employees throughout North America, Latin America and Europe, and is owned by Hg and TA Associates. For more information visit www.sovos.com and follow us on LinkedIn and Twitter.
Skills Required
- Strong technical aptitude and ability to learn new software platforms and technologies
- Excellent verbal and written communication skills
- Ability to explain technical concepts to non-technical users
- Patient and empathetic customer service approach
- Strong problem-solving, analytical, and diagnostic abilities
- Ability to work independently and collaborate effectively
- Time management skills for balancing multiple support cases
- Ability to speak and write English for customer phone calls and messages
Sovos Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sovos and has not been reviewed or approved by Sovos.
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Leave & Time Off Breadth — Flexible or unlimited time off is broadly offered and stands out as a strong aspect of the package. While usage may depend on workload and manager norms, the breadth of the policy is clear.
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Parental & Family Support — Parental leave is included, with examples of extended maternity and multi‑week leave for other parents. This support complements wider family‑oriented resources.
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Wellbeing & Lifestyle Benefits — Wellness resources, donation matching, volunteer time off, recognition programs, and structured development/mentorship are part of a broad offering. Remote/flexible work options and community perks further bolster everyday wellbeing.
Sovos Insights
What We Do
Sovos provides businesses with the confidence needed to navigate an increasingly regulated world. Offering a modern, IT driven response to compliance, Sovos’ solutions are scalable, reliable and secure and provide a great user experience. Sovos has more than 100,000 customers, including half the Fortune 500, as well as businesses of every size operating in more than 70 countries. The company’s cloud-based solutions integrate with a wide variety of business applications and government compliance processes. Sovos has employees throughout the Americas and Europe and is owned by Hg and TA Associates.
Why Work With Us
We are dedicated to being a place where people truly enjoy being. We promote internally and offer a variety of development programs internally. Tax and the regulatory compliance space is also an incredibly stable industry! It changes a lot (because, tax!) but it is never going away. It is always something businesses will have to do!
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