Entry-Level Technical Support Specialist – AI-Powered SaaS

Sovos; Santiago; Presencial; CLP 16.740.000 - 25.668.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Global Mentoring Programs

AI Tools from Day 1

Health, Dental and Catastrophic Ins.

Meal Allowance

Holiday Bonus

Descripción de la vacante

Sovos is seeking a Technical Support Specialist to act as the bridge between our SaaS platform and customers worldwide. You will resolve escalated technical issues, ensure excellent customer experiences, and contribute to continuous improvement across our global support organization.

In this role, you will respond to tickets, document interactions, create knowledge base content, and provide product training.

Formación

• Troubleshoot complex technical issues and explain solutions clearly to customers.
• Excellent verbal and written communication with empathy in high-stress situations.
• Experience with ticketing systems such as Zendesk, Freshdesk, Salesforce or Jira.
• Basic understanding of web technologies and APIs; comfortable with AI-assisted workflows.
• Self-motivated, able to work independently while collaborating with the team.
• Fluent in English for customer communication; plus Spanish, Portuguese, or Turkish.
• Nice to have: Postman for API testing, Grafana monitoring, Linux command-line basics.

Responsabilidades

• Respond to and resolve technical support tickets, calls, and emails promptly.
• Document interactions and resolutions in the ticketing system; escalate when needed.
• Create and update knowledge base articles and troubleshooting guides.
• Provide product training and onboarding support to new customers; follow up to ensure satisfaction.
• Identify recurring issues and collaborate with product teams on improvements.
• Participate in on-call rotations to provide after-hours support.

Conocimientos

Technical aptitude

Communication

Problem solving

Ticketing systems

APIs & Web tech

Independent work

English fluency

Additional language

Herramientas

Zendesk

Freshdesk

Salesforce

Jira

Postman

Grafana

Descripción del empleo

Sovos is seeking a Technical Support Specialist to act as the bridge between our SaaS platform and customers worldwide. You will resolve escalated technical issues, ensure excellent customer experiences, and contribute to continuous improvement across our global support organization.

In this role, you will respond to tickets, document interactions, create knowledge base content, and provide product training.