Junior Technical Support Specialist - Night shift

Sovos; Ciudad de México; Hybrid; MXN 180,000 - 280,000; Full time

Benefits offered by this job

Medical Insurance

Dental and Vision Insurance

Life Insurance

Monthly Food Vouchers

Christmas Bonus

Vacation Bonus

AI Tools and Technology from Day 1

Job summary

Sovos Latinoamérica is seeking a Junior Technical Support Specialist for night shifts to support our LATAM customers. You will resolve complex issues on our SaaS platform, focusing on PostgreSQL, reporting, and integrations, while leveraging AI-assisted workflows to accelerate diagnostics.

Ideal candidates have solid enterprise support experience, cloud and OS administration skills, and strong English. Normal hours are Wednesday through Sunday, 8pm to 3am, with a focus on high availability and

Qualifications

• Availability to work Wednesday through Sunday, 8pm to 3am.
• Solid technical support experience with mission-critical enterprise apps.
• Strong PostgreSQL database management skills.
• Experience in incident, problem and request management in a tiered support setup.
• Familiarity with cloud infrastructure (AWS, OCI) and Windows/Linux admin.
• Experience with API-based services and integrations.
• English fluency and ability to use AI-assisted workflows judiciously.
• Background check will be required upon hire.

Responsibilities

• Respond to and resolve tickets, calls and emails with urgency and professionalism.
• Troubleshoot software issues, replicate problems, identify root causes and solve them.
• Follow up on incident tickets to ensure complete resolution and satisfaction.
• Document interactions and resolutions; maintain knowledge base articles.
• Escalate complex issues to appropriate teams and liaise with development.
• Monitor availability, performance and capacity; participate in upgrades and maintenance.
• Create scripts and automation to improve support efficiency.

Skills

PostgreSQL database management

Incident, problem and change mgmt

Cloud infra (AWS, OCI)

Windows administration

Linux administration

API-based services & integrations

AI-assisted workflows

English fluency

Job description

Junior Technical Support Specialist - Night shift

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 Junior Technical Support Specialist who thrives on solving complex technical challenges for customers using our SaaS platform. You'll serve as the critical bridge between our technology and the people who rely on it, providing expert resolution to escalated technical issues and ensuring an excellent customer experience. This role requires availability to work Wednesday through Sunday, 8pm to 3am, supporting our LATAM customer base during critical hours.

More specifically, you will:

• Respond to and resolve technical support tickets, calls, and emails with professionalism and urgency, with particular focus on PostgreSQL database issues, file imports, and custom reporting challenges.
• Troubleshoot software issues by replicating problems, identifying root causes, and implementing solutions; leverage AI tools to streamline diagnostics and improve resolution speed.
• Conduct regular follow-ups on incident tickets to ensure complete resolution and customer satisfaction.
• Document all customer interactions, issues, and resolutions in the ticketing system; create and maintain knowledge base articles and troubleshooting guides.
• Escalate complex technical problems to appropriate teams when necessary, acting as a liaison between support and development with analysis at both the code and architecture levels.
• Monitor availability, performance, and capacity of technology platforms; participate in implementations, upgrades, and maintenance activities.
• Create scripts and automation tools to improve support efficiency and proactively address recurring issues.

What You Bring to Sovos

• You have availability to work Wednesday through Sunday, 8pm to 3am.
• You've built solid technical support experience managing mission-critical enterprise applications
• You have strong expertise in PostgreSQL database management.
• You're skilled in incident, problem, and request management within a tiered support structure, with a track record of high-availability infrastructure support.
• You're familiar with cloud infrastructure (AWS, OCI), Windows and Linux administration, and API-based services and integrations.
• You're fluent in English and comfortable using AI-assisted workflows to improve output quality while applying critical judgment to validate AI-generated content.
• Due to client contractual obligations, the successful candidate will be asked to clear a background check upon hire.

The Process

We believe in a transparent and comprehensive hiring process. Here's what you might expect:

Regionally specific assessments we use to mitigate bias and give every applicant a fair shot.

2 Meeting with a Recruiter

A conversation to talk through the role, your experience, and your goals.

3 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

The tools to enhance your life - because we want you to enjoy your life outside of work and inside!

• AI Tools and Technology from Day 1
• Continuous Learning and Development
• Global Employee Recognition Platform and Programs
• Global Parental Leave Policy
• Medical Insurance
• Dental and Vision Insurance
• Life Insurance
• Monthly Food Vouchers
• Christmas Bonus
• Vacation 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 bring their whole selves to work.

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.