Remote LATAM Junior Tech Support Specialist

Sovos; Ciudad de México; On-site; MXN 240,000 - 420,000; Full time

Benefits offered by this job

Medical Insurance

Dental and Vision Insurance

Life Insurance

Monthly Food Vouchers

Christmas Bonus

Vacation Bonus

Job summary

Sovos seeks a Junior Technical Support Specialist for its LATAM operations in Mexico. You will resolve escalated technical issues for our SaaS platform, with a focus on PostgreSQL, file imports, and custom reporting.

The role requires night shifts (Wed–Sun, 8pm–3am) to support LATAM customers, and you will help document solutions and build knowledge articles. You will troubleshoot, create automation scripts, and collaborate with development and support teams to ensure high availability and

Qualifications

• Availability to work Wednesday through Sunday, 8pm to 3am.
• Experience in mission-critical enterprise applications.
• Strong PostgreSQL database expertise.
• Experience in incident, problem, and request management within a tiered support structure.
• Knowledge of programming languages such as JavaScript, Python, Java, or C#, and logs review.
• Familiar with cloud infrastructure (AWS, OCI), Windows and Linux administration, and API-based services and integrations.
• Fluency in English and ability to use AI-assisted workflows with critical judgment.

Responsibilities

• Respond to and resolve technical support tickets, calls, and emails with professionalism and urgency, focusing on PostgreSQL, 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 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.

Skills

PostgreSQL

JavaScript

Python

Java

C#

AWS

OCI

Windows administration

Linux administration

APIs

AI workflows

Job description

Sovos seeks a Junior Technical Support Specialist for its LATAM operations in Mexico. You will resolve escalated technical issues for our SaaS platform, with a focus on PostgreSQL, file imports, and custom reporting.

The role requires night shifts (Wed–Sun, 8pm–3am) to support LATAM customers, and you will help document solutions and build knowledge articles. You will troubleshoot, create automation scripts, and collaborate with development and support teams to ensure high availability and