Technical Support Engineer

Hirebridge; Lisboa; Presencial; EUR 24 000 - 32 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health Insurance

Life Insurance

Personal Accidents Insurance

Learning & Development

Values-driven environment

Resumo da oferta

Sovos is seeking a Technical Support Engineer (L1) to join our EMEA Client Support team. You’ll be the first point of contact for customers using our compliance and tax solutions, resolving issues quickly and collaborating with senior engineers to deliver a high-quality support experience.

We value growth and learning, offering health, life and personal accidents insurance, plus continuous development opportunities in a values-driven, inclusive environment.

Qualificações

• Fluent English, written and spoken.
• Experience troubleshooting technical issues in a support environment.
• Strong communication and customer-focused mindset.
• Ability to manage workload in a high-volume environment.
• Familiarity with AI tools for case research and documentation is a plus.
• Experience with APIs, system integrations, or reading logs.
• Experience with Salesforce or similar CRM/ticketing tools.
• Prior SaaS support experience or exposure to compliance software is a plus.

Responsabilidades

• Act as a first point of contact for customers across the EMEA region
• Handle Level 1 support requests related to APR (VAT Filing), SVR, IPT, and VAT Determination
• Support customers using Compliance Network, including initial investigation of reported issues
• Perform first-level technical troubleshooting to resolve common issues, collecting screenshots, error messages, and reproduction steps as needed
• Escalate issues appropriately with clear, complete documentation
• Maintain accurate and up-to-date case records in internal systems
• Follow documented processes and compliance guidelines when handling cases
• Leverage AI-assisted tools to improve response quality, case documentation, and troubleshooting efficiency
• Contribute to a positive team culture through reliability, knowledge sharing, and collaboration

Conhecimentos

Fluent English

Troubleshooting

Communication

Customer focus

Workload management

Attention to detail

AI tools familiarity

APIs / logs

Salesforce experience

SaaS support experience

Ferramentas

Microsoft Office 365

CRM / Ticketing tools

Descrição da oferta de emprego

If you’re seeking a career where innovation meets impact, you’ve come to the right place. As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate the ever-changing regulatory landscape.

At Sovos, we’re dedicated to more than just solving compliance challenges – we’re committed to making a positive and lasting difference in everything we do. Our teams operate on the modern edge of digital technology, working not only to solve complex business challenges but also to enrich our personal, professional, and local communities.

Our purpose-built systems provide the tools you need to thrive in a world where governments demand increased visibility, faster reporting and greater control over business processes. Excited about the possibilities? So are we!

Don’t worry if you don’t check all the boxes – apply anyway! We’re focused on hiring the right people, not just the “right” resume. It’s not about what you’ve done elsewhere; it’s all about what you’re capable of doing here.

The Work You’ll Do

At Sovos, we help businesses across Europe and beyond stay ahead of an increasingly complex regulatory landscape. As a Technical Support Engineer (L1), you’ll be a key part of our EMEA Client Support team – serving as a first point of contact for customers using our compliance and tax solutions, resolving issues efficiently, and collaborating with senior engineers to deliver a consistently high-quality support experience.

• Act as a first point of contact for customers across the EMEA region, communicating clearly and professionally and setting accurate expectations on next steps and timelines
• Handle Level 1 support requests related to APR (VAT Filing), SVR, IPT, and VAT Determination
• Support customers using Compliance Network, including initial investigation of reported issues
• Perform first-level technical troubleshooting to resolve common issues, collecting screenshots, error messages, and reproduction steps as needed
• Escalate issues appropriately with clear, complete documentation
• Maintain accurate and up-to-date case records in internal systems
• Follow documented processes and compliance guidelines when handling cases
• Leverage AI-assisted tools to improve response quality, case documentation, and troubleshooting efficiency
• Contribute to a positive team culture through reliability, knowledge sharing, and collaboration

What We Need From You

• Fluent English, written and spoken
• Comfortable with Microsoft Office / Microsoft 365
• Experience troubleshooting technical issues in a support or service environment
• Strong communication skills and a customer-focused mindset
• Ability to manage workload effectively in a high-volume environment
• Attention to detail and comfort working within structured processes
• Familiarity with AI tools to support case research, documentation, or issue resolution is a plus
• Experience with APIs, system integrations, or reading logs/error messages is a plus
• Experience with Salesforce or similar CRM/ticketing tools is a plus
• Prior SaaS support experience or exposure to compliance, tax, or regulatory software is a plus
• Due to client contractual obligations, the successful candidate will be asked to clear a background check upon hire

What Does Sovos Offer You

• Health Insurance
• Life Insurance
• Personal Accidents Insurance
• Continuing opportunities for further Learning & Development
• A chance to work with talented and passionate people in a rewarding and values-driven environment!

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.