Technical Support Specialist

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

Technical Support Specialist – Sovos SOVOS Junior Technical Support Specialist

Client Support

• Full-Time
• Mexico

Build Your Future With Us

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 have knowledge of programming languages such as JavaScript, Python, Java, or C#, and you're comfortable reviewing logs.
• 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:

1. Pre-Employment Assessment – 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!

• Global Mentoring Programs
• AI Tools and Technology from Day 1
• Continuous Learning and Development
• Language Learning Support
• 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.

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