Technical Support Specialist - Entry Level

Hirebridge; Santiago; Híbrido; CLP 39.179.000 - 59.701.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health, dental and catastrophic ins.

Life Insurance

Parental Leave

Employee Assistance Programme

Holiday Bonus

Global Recognition Platform

Descripción de la vacante

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

Ideal candidates will troubleshoot complex issues, document interactions, and help create knowledge articles while staying current with new features and API integrations.

Formación

• Able to troubleshoot complex technical issues and explain solutions clearly to customers.
• Experience with ticketing systems (Zendesk, Freshdesk, Salesforce, Jira or similar).
• Basic understanding of web technologies, APIs, and integration concepts.

Responsabilidades

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

Conocimientos

Zendesk

Freshdesk

Salesforce

Jira

English fluency

Herramientas

Postman

Grafana

Linux

Descripción del empleo

Technical Support Specialist - Entry Level

The digitization of tax compliance is fundamentally changing global commerce and how businesses need to operate and grow. Governments now have real-time visibility into business data, creating new challenges and new opportunities for organizations around the world. At Sovos, we're transforming tax compliance from a business requirement into a driver of growth through AI-powered technology that delivers the accurate, real-time insights businesses need to make smarter decisions.

We're solving more than today's tax compliance challenges. We're helping reshape global economies by enabling organizations to navigate increasingly complex and rapidly changing regulatory environments with confidence - and helping communities thrive.

AI is accelerating what's possible, enabling tax and technology professionals to more effectively drive critical regulatory decisions. That's where Sovos excels, combining intelligent technology with human expertise to help customers stay ahead of change.

Don't worry if you don't check every box. We're focused on hiring great people, not perfect resumes. It's less about what you've done elsewhere and more about what you're capable of doing here.

The Role

At Sovos, we're looking for a Technical Support Specialist to serve as the critical bridge between our SaaS platform and our customers worldwide. You'll provide swift resolution to escalated technical issues, ensure excellent customer experiences, and contribute to a culture of continuous improvement across our global support organization.

• Respond to and resolve technical support tickets, calls, and emails in a timely and professional manner, troubleshooting software issues by replicating problems, identifying root causes, and implementing solutions.
• Document all customer interactions, issues, and resolutions in the support ticketing system, and elevate complex technical problems to appropriate teams when necessary.
• Create and maintain knowledge base articles and troubleshooting guides, leveraging AI tools to improve documentation quality and searchability.
• Provide product training and onboarding assistance to new customers, conducting regular follow-ups to ensure satisfaction with resolutions.
• Identify recurring issues and collaborate with product teams on improvement opportunities, staying current with product updates, new features, and technical developments.
• Participate in on-call rotations to provide after-hours support when needed.

What You Bring to Sovos

• You can troubleshoot complex technical issues and communicate solutions effectively to customers, with a strong technical aptitude and 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 in a patient and empathetic manner, even during high-stress situations.
• Problem-solving mindset with strong analytical and diagnostic abilities, and experience with ticketing systems (Zendesk, Freshdesk, Salesforce, Jira, or similar platforms).
• Basic understanding of web technologies, APIs, and integration concepts, with comfort using AI-assisted workflows to improve efficiency and accuracy.
• Self-motivated with the ability to work independently while collaborating effectively with team members, balancing multiple support cases with varying priorities.
• Fluent in English for customer communication, plus proficiency in one of the following: Spanish, Portuguese, or Turkish (depending on product assignment).
• Nice to have: experience using tools like Postman for API testing, Grafana for monitoring, or basic Linux command-line work.

The Process

1. Regionally specific assessments we use to mitigate bias and give every applicant a fair shot.
2. Video Interview A chance to meet as many qualified applicants as possible and get to know you beyond your resume.
3. Meeting with a Recruiter A conversation to talk through the role, your experience, and your goals.
4. Live Interviews with the Hiring Team Meet the people you'll work with and dig into the day-to-day of the role.

Life at Sovos

• AI Tools and Technology from Day 1
• Continuous Learning and Development
• Global Employee Recognition Platform and Programs
• Global Parental Leave Policy
• Comprehensive Health, Dental and Catastrophic Insurance
• Life Insurance
• Employee Assistance Programme
• Holiday Bonus

Equal Opportunity Employer 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 contribute authentically and be valued for their unique perspectives.

Company Background

Sovos is transforming tax compliance from a business requirement to a force for growth. Our flagship product, the Sovos Compliance Cloud platform, enables businesses to identify, determine, and report on every tax obligation across the globe. Sovos processes nearly 20 billion transactions per year, helping companies scale their compliance strategy in 150+ countries.

More than 100,000 customers - including half the Fortune 500 - trust Sovos' tax and regulatory expertise and unparalleled integration with their business applications. Learn more at sovos.com.