Technical Support Engineer

Sovos is a global leader in tax compliance solutions, dedicated to transforming how businesses navigate regulatory challenges. As a Technical Support Engineer, you will bridge customer support and product development, leveraging your expertise to enhance the customer experience and contribute to product stability.

Responsibilities:

• Handle escalated, complex technical support cases requiring deep product knowledge, code-level troubleshooting, and advanced analysis of product architecture, APIs, databases, and integration points
• Develop custom scripts, tools, and utilities to diagnose issues, automate troubleshooting, and implement workarounds
• Participate in product development cycles — including feature planning, beta testing, release validation, and code reviews — contributing fixes for customer-impacting issues alongside the engineering team
• Lead technical discovery sessions with customers, provide implementation guidance on enterprise-level integrations, and develop proof-of-concept solutions for complex use cases
• Analyze system performance issues, provide optimization recommendations, and build testing environments that mirror customer implementations
• Create and maintain technical documentation focused on system architecture, integration patterns, and advanced troubleshooting methodologies
• Deliver advanced technical training to internal teams and key customers
• Contribute to on-call rotations and provide guidance during critical incidents
• Leverage AI-powered tools and emerging technologies to enhance troubleshooting efficiency and continuously improve support processes

Requirements:

• 5+ years of experience in technical support or software engineering, preferably in the SaaS industry
• Proficiency in at least one programming language (e.g., JavaScript, Python, Java, C#) with the ability to read and navigate codebases to determine root causes
• Strong understanding of databases, SQL, API design, integration patterns, and cloud infrastructure (AWS, Azure, GCP)
• Experience with software development methodologies, version control (Git), performance tuning, and debugging
• Understanding of networking concepts, security principles, and authentication protocols
• Strong analytical and project management skills with the ability to manage multiple high-complexity cases simultaneously
• Excellence in technical documentation with the ability to explain complex concepts clearly to both technical and non-technical audiences
• Demonstrated success in cross-functional collaboration between support, product, and engineering teams
• Comfort working with AI-driven tools and a willingness to adopt emerging technologies to improve outcomes
• Ability to speak and write English fluently; proficiency in Spanish, Portuguese, or Turkish is a plus
• Due to client contractual obligations, the successful candidate will be asked to clear a background check and drug test upon hire