Senior Technical Support Specialist

Sovos Latinoamérica; São Paulo; Presencial; BRL 120 000 - 180 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Mentoring Programs

Twice-Monthly Meeting Free Days

Management Bootcamps and Development 5

Resumo da oferta

Sovos is seeking a Senior Technical Support Specialist based in São Paulo. You will serve as the technical authority and escalation point, mentoring the team and driving improvements in support operations.

You will design technical solutions, create training programs, and collaborate with Product and Engineering to represent the customer voice in product improvements. International travel up to 25% may be required.

Qualificações

• Strong technical aptitude to learn new software platforms quickly.
• Excellent verbal and written communication to explain tech to non-technical audiences.
• Problem-solving with strong analytical and diagnostic abilities.

Responsabilidades

• Handle escalated, complex technical support cases with deep product knowledge.
• Escalate issues to engineering or product teams as needed.
• Document customer interactions, issues, and resolutions in the ticketing system.

Conhecimentos

Technical aptitude

Clear communication

Analytical thinking

Team collaboration

Travel readiness

Ferramentas

Zendesk

Freshdesk

Descrição da oferta de emprego

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 transforms tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate the ever-changing regulatory landscape.

The Work You'll Do

As a Senior Technical Support Specialist based in São Paulo, you will serve as a technical authority and escalation point within our support organization, handling our most complex customer issues while mentoring the broader team. You will combine advanced troubleshooting with strategic thinking to improve support operations, drive customer satisfaction, and influence product development decisions.

More Specifically, You Will

• Handle escalated, complex technical support cases requiring deep product knowledge and advanced troubleshooting skills
• Escalate complex technical problems to the appropriate engineering or Sovos teams 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 programmes 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-powered tools and emerging technologies to enhance support efficiency and customer outcomes

What We Need From You

• 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 audiences
• Patient and empathetic approach to customer service, even in high-stress situations
• Problem-solving mindset with strong analytical and diagnostic abilities
• Experience with ticketing systems such as Zendesk, Freshdesk, or similar platforms
• Basic understanding of web technologies, APIs, and integration concepts
• Self-motivated with the ability to work independently while collaborating effectively with team members
• Strong time management skills to balance multiple support cases with varying priorities
• Adaptability to changing requirements and evolving software capabilities
• Bilingual proficiency required: English plus at least one of Spanish, Portuguese, or Turkish
• Willingness to travel domestically and internationally to Sovos locations and events (less than 25%)

What Does Sovos Offer You

• Mentoring Programs
• Twice-Monthly Meeting Free Days
• Management Bootcamps and Development Trainings
• Yearly performance reviews where compensation and performance are assessed and rewarded generously
• Clear paths for growth within our roles
• Generous time off and benefits

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.