Technical Support Specialist

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 platform and customers, ensuring fast and effective resolution of escalated technical issues.

Key responsibilities

• Respond to support tickets, calls, and emails promptly and professionally.
• Troubleshoot software problems by reproducing issues, identifying root causes, and applying fixes.
• 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 confirm customer satisfaction.
• Identify recurring issues and work with product teams on improvements.
• Stay up‑to‑date with product releases and new features.
• Participate in on‑call rotations for after‑hours support.

Required profile

• Strong technical aptitude and quick learning ability.
• Excellent verbal and written communication skills.
• Patience, empathy, and a customer‑focused mindset.

Required skills

What we offer

• Opportunity to work with cutting‑edge SaaS technology.
• Collaborative environment focused on continuous improvement.
• Professional growth within a global leader in tax compliance.