Triage Engineer

Sovos; Lisboa; Presencial; EUR 42 000 - 68 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Mentoring Programs

Training and Development programs

Bi-Weekly Meeting Free Days

Resumo da oferta

Sovos seeks a Triage Engineer to be the first technical reviewer for CN support tickets, diagnosing issues, and routing them to the appropriate engineering teams for resolution. This high-volume, hands-on role focuses on protecting platform stability, scalability, and the customer experience.

You will collaborate with Support, Engineering, DevOps, and Product to reduce time-to-triage, improve processes, and keep the CN backlog healthy.

Qualificações

• 2–3+ years of experience in technical support, QA, site reliability, or software engineering in SaaS/B2B environments.
• Strong diagnostic and troubleshooting skills; read logs, traces, and API responses to isolate issues.
• Familiarity with Jira and support-queue workflows (ITSM).
• Experience with REST/SOAP APIs, XML/JSON, and webhooks; cloud exposure is a plus.

Responsabilidades

• Act as the first technical reviewer for inbound CN support tickets, assessing symptoms and gathering diagnostic information.
• Reproduce issues where possible and provide clear technical context to move tickets toward resolution.
• Assess customer impact and assign severity, initiating crisis processes (Sev 1/Sev 2) when required.
• Determine the correct owning team and route tickets with actionable information to minimize delays.
• Monitor the CN queue for aging, stalled, and unassigned tickets and drive them toward resolution or re-routing.
• Collaborate with Engineering to reproduce defects, narrow down root causes, and validate fixes.
• Provide clear and reproducible technical write-ups that accelerate engineering investigation and resolution.
• Unblock issues by coordinating with Support, Engineering, DevOps, and Product teams.
• Identify recurring issues and trends and surface them to Product and Engineering for improvements.
• Contribute to triage playbooks, runbooks, and knowledge articles to improve team speed and accuracy.

Conhecimentos

Diagnostic skills

REST/SOAP APIs

XML/JSON

Webhooks

Jira / ITSM tools

Incident management

Clear communication

Triage processes

E-invoicing knowledge

Ferramentas

Jira

Descrição da oferta de emprego

Build your future with Sovos.

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 revolutionising 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. 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:

The Triage Engineer is the first line of technical assessment for issues entering the Compliance Network (CN) support queue. This is a high-volume, hands-on role where you will diagnose inbound tickets, assess severity and ownership, route issues to the right engineering teams, and follow through until resolution.

Working across CN’s e-invoicing products and directly within CNQ, Sovos's single intake point for all external CN requests, you will partner closely with Support, Engineering, DevOps, and Product teams to protect platform stability, scale, and the customer experience.

You will also play a key role in keeping the CN backlog healthy by reducing time-to-triage, preventing misrouted or stalled tickets, and identifying recurring issues that can inform product and platform improvements.

More specifically you will:

• Act as the first technical reviewer for inbound CN support tickets, assessing symptoms and gathering diagnostic information such as logs, payloads, API responses, and environment details
• Reproduce issues where possible and provide clear technical context to help move tickets toward resolution
• Assess customer impact and assign the appropriate severity, initiating the Sev 1 / Sev 2 crisis process when required
• Determine the correct owning team and route tickets with clear, actionable information to minimise reassignment and delays
• Monitor the CN queue for aging, stalled, and unassigned tickets and proactively drive them toward resolution or re-routing
• Partner with Engineering to reproduce defects, narrow down root causes, and validate fixes
• Provide clear and reproducible technical write-ups that accelerate engineering investigation and resolution
• Collaborate with Support, Engineering, DevOps, and Product teams to unblock issues and ensure effective escalation and communication
• Retain ownership of tickets in CNQ when specialised CN team involvement is required and reintegrate tickets once fixes are delivered
• Identify recurring issues and trends and surface them to Product and Engineering for permanent improvements
• Contribute to triage playbooks, runbooks, and knowledge articles to improve team speed, consistency, and overall support quality

What We Need From You:

• 2–3+ years of experience in technical support, QA, site reliability, or software engineering, ideally within a SaaS or B2B platform environment
• Strong diagnostic and troubleshooting skills, with the ability to read logs, traces, and API responses to isolate issues and potential root causes
• Familiarity with ticketing and ITSM tools such as Jira and experience working with support-queue workflows
• Working knowledge of web services and integration concepts, including REST/SOAP APIs, XML/JSON, and webhooks
• Exposure to message queues and cloud platforms is a plus
• Understanding of incident severity frameworks and escalation or crisis management processes
• Strong written and verbal communication skills, with the ability to explain technical issues clearly to both engineering and non-technical stakeholders
• Comfortable following structured triage processes and playbooks while exercising sound judgement when dealing with ambiguity
• Experience working with e-invoicing, tax compliance, or regulated document-processing environments is preferred

What Does Sovos Offer You?

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

• An opportunity to work with a global team
• Bi-Weekly Meeting Free Days!
• Mentoring Programs
• Globally recognised Training and Development programs
• Benefits

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, national origin, 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 a global provider of tax, compliance and trust solutions and services that enable businesses to navigate an increasingly regulated world with true confidence. Purpose-built for always-on compliance capabilities, our scalable IT-driven solutions meet the demands of an evolving and complex global regulatory landscape. Sovos' cloud-based software platform provides an unparalleled level of integration with business applications and government compliance processes.

More than 100,000 customers in 100+ countries - including half the Fortune 500 - trust Sovos for their compliance needs. Sovos annually processes more than three billion transactions across 19,000 global tax jurisdictions. Bolstered by a robust partner program more than 400 strong, Sovos brings to bear an unrivaled global network for companies across industries and geographies. Founded in 1979, Sovos has operations across the Americas and Europe, and is owned by Hg and TA Associates. For more information visit http://www.sovos.com and follow us on LinkedIn and Twitter.