Global SaaS Technical Support Specialist

Sovos Latinoamérica; Santiago; Presencial; CLP 10.044.000 - 14.508.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health Insurance

Meal Allowance

Holiday Bonus

Language Learning Support

Global Mentoring Programs

Descripción de la vacante

Sovos is seeking a Technical Support Specialist to bridge our SaaS platform with customers worldwide, delivering swift resolution to escalated issues and contributing to continuous improvement across the support organization.

In this role, you will handle tickets, document interactions, create knowledge articles, provide onboarding, and collaborate with product teams to drive product updates while participating in on-call rotations.

Formación

• Experience supporting SaaS products with a customer-first mindset.
• Ability to explain technical concepts clearly to non-technical users.
• Hands-on experience with ticketing systems and case management.
• Knowledge of web technologies and APIs to troubleshoot integrations.
• Fluent English, with proficiency in Spanish, Portuguese, or Turkish per product.

Responsabilidades

• Respond to and resolve technical support tickets, calls, and emails promptly.
• Document interactions, issues, and resolutions in the ticketing system and escalate when needed.
• Create and maintain knowledge base articles and troubleshooting guides with AI-assisted tooling.
• Provide product training and onboarding to new customers and follow up on resolutions.
• Identify recurring issues and work with product teams on improvements and updates.
• Participate in on-call rotations for after-hours support.

Conocimientos

Technical Troubleshooting

Customer Communication

Ticketing Systems

APIs & Web

English & Spanish

Linux Basics

Herramientas

Zendesk

Freshdesk

Salesforce

Jira

Descripción del empleo

Sovos is seeking a Technical Support Specialist to bridge our SaaS platform with customers worldwide, delivering swift resolution to escalated issues and contributing to continuous improvement across the support organization.

In this role, you will handle tickets, document interactions, create knowledge articles, provide onboarding, and collaborate with product teams to drive product updates while participating in on-call rotations.