Junior Tech Support - PostgreSQL & SaaS (LATAM Night Shift)

Sovos; México; On-site; MXN 180,000 - 240,000; Full time

Benefits offered by this job

Medical Insurance

Dental and Vision Insurance

Vacation Bonus

Christmas Bonus

Language Learning Support

Job summary

Sovos is seeking a Junior Technical Support Specialist to bridge technology and customers using our SaaS platform. You will resolve escalated technical issues and ensure outstanding service during LATAM business hours, with a Wednesday–Sunday night schedule.

The role emphasizes PostgreSQL, cloud infra, logs analysis, and cross-team collaboration. You will support mission-critical enterprise applications, write troubleshooting guides, and leverage AI-assisted workflows to improve outcomes while

Qualifications

• Availability to work Wednesday through Sunday, 8pm to 3am (latam hours).
• Solid technical support experience with mission-critical enterprise applications.
• Strong expertise in PostgreSQL database management.
• Experience in incident, problem, and request management within a tiered support structure.
• Comfort reviewing logs and debugging complex issues.
• Familiarity with cloud infrastructure (AWS, OCI) and API-based integrations.
• Fluent English and ability to leverage AI-assisted workflows with good judgment.

Responsibilities

• Respond to and resolve technical support tickets, calls, and emails with professionalism and urgency, focusing on database issues, file imports, and reporting.
• Troubleshoot issues, replicate problems, identify root causes, and implement solutions; use AI to speed diagnosis.
• Conduct regular follow-ups on incident tickets to ensure complete resolution and customer satisfaction.
• Document all customer interactions in the ticketing system; create knowledge base articles and troubleshooting guides.
• Escalate complex problems to appropriate teams; liaise between support and development at code and architecture levels.
• Monitor platform availability, performance, and capacity; participate in implementations, upgrades, and maintenance.
• Create scripts and automation tools to improve support efficiency and address recurring issues.

Skills

PostgreSQL

Technical support

Incident management

Cloud infrastructure

Windows admin

Linux admin

JavaScript

Python

Java

C#

English fluency

Tools

AWS

OCI

APIs

Job description

Sovos is seeking a Junior Technical Support Specialist to bridge technology and customers using our SaaS platform. You will resolve escalated technical issues and ensure outstanding service during LATAM business hours, with a Wednesday–Sunday night schedule.

The role emphasizes PostgreSQL, cloud infra, logs analysis, and cross-team collaboration. You will support mission-critical enterprise applications, write troubleshooting guides, and leverage AI-assisted workflows to improve outcomes while