Technical Support Specialist – SaaS Platform

About the role

Sovos is looking for a Technical Support Specialist to join its Santiago team. You will act as the bridge between the company’s SaaS tax‑compliance platform and its customers, ensuring fast and effective resolution of technical issues. The role contributes directly to a high‑quality customer experience and continuous product improvement.

Key responsibilities

• Respond to and resolve technical support tickets, calls, and emails promptly.
• Troubleshoot software problems by replicating issues, identifying root causes, and applying solutions.
• Document all interactions, issues, and resolutions in the ticketing system.
• Escalate complex problems to the appropriate internal support teams.
• Create and maintain knowledge‑base articles and troubleshooting guides.
• Provide product training and onboarding assistance for new customers.
• Conduct follow‑ups to ensure customer satisfaction with resolutions.
• Identify recurring issues and collaborate with product teams on improvements.
• Stay up‑to‑date with product updates, new features, and technical developments.
• Participate in on‑call rotations for after‑hours support.
• Leverage AI‑powered tools and emerging technologies to improve support efficiency.

Required profile

• Strong technical aptitude with the ability to learn new software platforms quickly.
• Excellent verbal and written communication skills, able to explain technical concepts to non‑technical audiences.
• Patient, empathetic, and customer‑focused attitude.
• Ability to work independently and as part of a collaborative team.

Required skills

• SaaS platforms
• AI‑powered tools
• Ticketing systems