Technical Support Specialist – Entry Level

The Work You'll Do

As a Technical Support Specialist at Sovos, you will serve as the critical bridge between our SaaS platform and our customers, providing swift resolution to escalated technical issues raised by Customer Support and other customer-facing teams. Your role is crucial in ensuring an excellent customer experience by resolving technical issues quickly, escalating complex problems when necessary, and contributing to a culture of continuous improvement.

More specifically, you will:
- Respond to and resolve technical support tickets, calls, and emails in a timely and professional manner
- Troubleshoot software issues by replicating problems, identifying root causes, and implementing solutions
- Document all customer interactions, issues, and resolutions in the support ticketing system
- Escalate complex technical problems to appropriate Sovos support teams when necessary
- Create and maintain knowledge base articles and troubleshooting guides
- Provide product training and onboarding assistance to new customers




- Conduct regular follow‑ups with customers to ensure satisfaction with resolutions
- Identify recurring issues and collaborate with product teams on improvement opportunities
- Stay current with product updates, new features, and technical developments
- Participate in on‑call rotations to provide after‑hours support when needed
- Leverage AI‑powered tools to enhance troubleshooting efficiency and support documentation

What We Need From You
- Strong technical aptitude with the ability to quickly learn new software platforms and technologies
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non‑technical users
- Patient and empathetic approach to customer service, even in high‑stress situations
- Problem‑solving mindset with strong analytical and diagnostic abilities
- Experience with ticketing systems (Zendesk, Freshdesk, or similar platforms)
- Basi

📌 Technical Support Specialist (Lima)
🏢 Hirebridge
📍 Lima