Senior Technical Support Engineer

About Sovos

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 transforms tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate the
- changing regulatory landscape. We are dedicated 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 people’s professional and local communities. Our
- built systems provide tools to thrive in a world where governments demand increased visibility, faster reporting, and greater control over business processes. We’re excited about the possibilities. If you don’t meet all the criteria, apply anyway. We focus on hiring the right people, not just the right resume.

Role Overview

As a Senior Technical Support Engineer at Sovos, you will serve as a product expert with advanced technical capabilities, bridging the gap between customer support and product development teams. You will resolve the most challenging technical issues while contributing to product stability and evolution.

Responsibilities

• Handle escalated, complex technical support cases that require deep product knowledge, advanced troubleshooting skills, and
  - level understanding
• Investigate and resolve highly complex technical issues by performing
  - depth analysis of product architecture, APIs, databases, and integration points
• Develop custom scripts, tools, and utilities to diagnose issues, automate troubleshooting processes, and implement innovative workarounds
• Create and maintain comprehensive technical documentation focused on system architecture, integration patterns, and advanced troubleshooting methodologies
• Participate actively in product development cycles, including feature planning, beta testing, and release validation
• Conduct code reviews and contribute fixes for
  - impacting issues in close collaboration with the engineering team
• Design and implement data migration strategies and complex customer configurations for
  - level deployments
• Lead technical discovery sessions with customers to understand requirements and provide expert implementation guidance
• Analyze system performance issues and provide optimization recommendations that improve product efficiency and customer satisfaction
• Build and maintain testing environments that mirror customer implementations for advanced troubleshooting and validation
• Develop
  -
  - concept solutions for complex customer use cases, demonstrating technical feasibility and best practices
• Provide technical consultation on
  - level implementations and custom integrations across diverse business environments
• Create and deliver advanced technical training for internal teams and key customers, elevating technical capabilities across the organization
• Contribute to
  - call rotations and provide expert guidance during critical incidents, ensuring rapid resolution and minimal customer impact
• Document all customer interactions, issues, and resolutions in the support ticketing system to maintain knowledge continuity

Qualifications

• 5 years of experience in technical support or software engineering, preferably in the Saa
  S industry
• Proficiency in at least one programming language relevant to the product stack (e. g. , Java
  Script, Python, Java, C#)
• Strong understanding of databases, SQL, API design, and integration patterns
• Experience with software development methodologies and version control systems (Git)
• Advanced knowledge of web technologies, frameworks, and cloud infrastructure (AWS, Azure, GCP)
• Familiarity with ticketing tools such as Salesforce and JIRA or similar platforms
• Understanding of networking concepts, security principles, and authentication protocols
• Ability to read and understand code bases to determine root causes of complex issues
• Experience with performance tuning, debugging, and optimization techniques
• Strong analytical skills with the ability to break down complex technical problems systematically
• Excellence in technical documentation with ability to explain complex concepts clearly to diverse audiences
• Customer-focused mindset balanced with engineering discipline and best practices
• Excellent project management skills with the ability to manage multiple
  - complexity cases simultaneously
• Demonstrated success in
  - functional collaboration between support, product, and engineering teams
• Self-motivated with the ability to work independently while also collaborating effectively with team members across time zones
• Time management skills to balance multiple support cases with varying priorities and urgency levels
• Adaptability to changing requirements and evolving software capabilities in a
  - paced environment
• Able to speak and write English fluently for phone calls and written communication with customers; Portuguese is a nice to have
• Due to client contractual obligations, the successful candidate will be asked to clear a background check upon hire

Benefits

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

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Software Development

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
- on compliance capabilities, our scalable IT-driven solutions meet the demands of an evolving and complex global regulatory landscape. Sovos’
- 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. 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 Linked
In and Twitter.

Equal Employment Opportunity Statement

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.