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)
- Basic understanding of web technologies, APIs, and integration concepts
- Self‑motivated with the ability to work independently while collaborating effectively with team members
- Strong time management skills to balance multiple support cases with varying priorities
- Adaptability to changing requirements and evolving software capabilities
- Ability to speak and write English in addition to the primary language for the product(s) being supported (may include Spanish, Portuguese, or Turkish)
- Minimal travel required (less than 25%), both domestic and international, to Sovos locations and events

What Sovos Offer You?

- Adaptable Time‑Off
- Meal Vouchers to Assist with Food Expenses
- Bi‑Weekly Meeting Free Days
- Globally recognized Training and Development programs
- Virtual English Club through Rosetta Stone, and more!

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.

#J-18808-Ljbffr

📌 Technical Support Specialist (Lima)
🏢 Hirebridge
📍 Lima