Technical Support Specialist - Entry Level

Hirebridge; Lima Metropolitana; Híbrido; PEN 42.000 - 64.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

AI Tools & Tech from Day 1

Continuous Learning & Development

Global Employee Recognition Platform

Global Parental Leave Policy

Flexible Time-Off

Meal Vouchers

Bi-Weekly Meeting Free Days

Training & Development programs

Virtual English Club

Descripción de la vacante

Sovos is seeking a Technical Support Specialist to bridge our SaaS platform with customers worldwide. You will resolve technical issues, document interactions, and contribute to a growing knowledge base.

The role emphasizes clear communication, customer focus, and the use of AI-assisted diagnostics to improve service quality. Ideal candidates bring solid technical troubleshooting experience, strong English communication, and a collaborative mindset.

Formación

• Experience supporting SaaS platforms or software products.
• Excellent verbal and written communication, able to explain technical concepts clearly.
• Patient and empathetic approach to customer service, even in high-stress situations.
• Fluent in English; other languages like Spanish, Portuguese, or Turkish are a plus.

Responsabilidades

• Respond to and resolve technical support tickets, calls, and emails promptly.
• Troubleshoot software issues, reproduce problems, identify root causes, and implement fixes.
• Document all interactions and resolutions in the ticketing system for knowledge base growth.
• Escalate complex issues to appropriate teams and ensure smooth handoffs.
• Create and maintain knowledge base articles and troubleshooting guides.
• Collaborate with product teams to identify recurring issues and improve stability.
• Participate in on-call rotations for after-hours support.

Conocimientos

SaaS support

Customer communication

Technical troubleshooting

Empathy in support

Herramientas

Zendesk

Freshdesk

APIs basics

Descripción del empleo

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 building technology that helps businesses navigate global tax complexity with confidence. As a Technical Support Specialist, you’ll be the critical bridge between our SaaS platform and customers around the world, ensuring technical issues are resolved quickly and customers feel supported every step of the way. Your problem‑solving expertise and customer focus will directly shape the experience our clients have with Sovos every day.

More specifically, you will:

• Respond to and resolve technical support tickets, calls, and emails in a timely and professional manner, ensuring customers feel heard and supported.
• Troubleshoot software issues by replicating problems, identifying root causes, and implementing solutions - leveraging AI‑assisted diagnostic tools where appropriate.
• Document all customer interactions, issues, and resolutions in the support ticketing system to build a knowledge base that helps the entire team.
• Escalate complex technical problems to appropriate teams when necessary, ensuring seamless handoffs and follow‑through.
• Create and maintain knowledge base articles and troubleshooting guides that empower customers and team members alike.
• Identify recurring issues and collaborate with product teams on improvement opportunities that enhance platform stability and user experience.
• Participate in on‑call rotations to provide after‑hours support when needed, ensuring customer success around the clock.

What You Bring to Sovos

• You’ve built solid technical troubleshooting experience, ideally supporting SaaS platforms or software products.
• You have excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• You bring a patient and empathetic approach to customer service, even during high‑stress situations.
• You’re comfortable with ticketing systems like Zendesk, Freshdesk, or similar platforms, and know how to manage multiple cases with varying priorities.
• You have a basic understanding of web technologies, APIs, and integration concepts - and you’re excited to learn more.
• You’re fluent in English (written and spoken) and comfortable supporting customers in one or more of the following languages: Spanish, Portuguese, or Turkish.
• You’re comfortable leveraging AI tools to improve efficiency, diagnostics, and customer communication.
• 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

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

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
• Flexible Time-Off
• Meal Vouchers to Assist with Food Expenses
• Bi‑Weekly Meeting Free Days
• Globally recognized Training and Development programs
• Virtual English Club through Rosetta Stone, and more!

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.