Technical Support Specialist – Entry Level

About the role

Sovos is looking for an entry‑level Technical Support Specialist to act as the bridge between its SaaS platform and customers, delivering fast resolutions to escalated technical issues.

Key responsibilities

• Respond to and resolve technical support tickets, calls, and emails promptly.
• Troubleshoot software issues by replicating problems, identifying root causes, and implementing solutions.
• Document interactions, issues, and resolutions in the ticketing system.
• Escalate complex problems to appropriate Sovos support teams.
• Create and maintain knowledge‑base articles and troubleshooting guides.
• Provide product training and onboarding assistance to new customers.
• Conduct follow‑ups to ensure customer satisfaction and identify recurring issues.
• Participate in on‑call rotations for after‑hours support.

Required profile

• Strong technical aptitude and quick learning ability.
• Excellent verbal and written communication skills.
• Patient, empathetic approach to customer service.
• Problem‑solving mindset with analytical and diagnostic abilities.
• Self‑motivated, able to work independently and collaborate with team members.

Required skills

• Experience with ticketing systems such as Zendesk or Freshdesk.
• Basic understanding of web technologies, APIs, and integration concepts.
• Familiarity with AI‑powered tools for troubleshooting and documentation.

What we offer

• Flexible time‑off and comprehensive health benefits.
• Mentoring programs and globally recognized training and development.
• Virtual English Club through Rosetta Stone.
• Equal opportunity workplace that celebrates diversity.