Senior Technical Support Engineer

Build your future with Sovos. If you're seeking a career where innovation meets impact, you've come to the right place. As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate the ever-changing regulatory landscape. At Sovos, we're dedicated to more than just solving compliance challenges -- we're committed to making a positive and lasting difference in everything we do. Our teams operate on the modern edge of digital technology, working not only to solve complex business challenges but also to enrich our personal, professional, and local communities. Our purpose-built systems provide the tools you need to thrive in a world where governments demand increased visibility, faster reporting and greater control over business processes. Excited about the possibilities? So are we Don't worry if you don't check all the boxes -- apply anyway We're focused on hiring the right people, not just the "right" resume. It's not about what you've done elsewhere; it's all about what you're capable of doing here. The Work You'll Do: As a Senior Technical Support Engineer at Sovos, you'll serve as a product expert with advanced technical capabilities, bridging the gap between customer support and product development teams. This specialized role combines deep product knowledge with software engineering principles to resolve the most challenging technical issues while contributing to product stability and evolution. You'll work at the intersection of customer advocacy and technical excellence, serving as both an escalation point for complex issues and a champion for product improvements. In this role, you'll leverage AI-driven tools and cutting-edge technologies to diagnose and resolve sophisticated technical challenges, working collaboratively with our global engineering teams across multiple time zones. This is an opportunity to make a direct impact on customer success while shaping the future of our products. If you thrive on solving complex technical puzzles, enjoy diving deep into code and system architecture, and are passionate about delivering exceptional customer experiences, this role is for you. More specifically, you will: Handle escalated, complex technical support cases that require deep product knowledge, advanced troubleshooting skills, and code-level understanding Investigate and resolve highly complex technical issues by performing in-depth analysis of product architecture, APIs, databases, and integration points Develop custom scripts, tools, and utilities to diagnose issues, automate troubleshooting processes, and implement innovative workarounds Create and maintain comprehensive technical documentation focused on system architecture, integration patterns, and advanced troubleshooting methodologies Participate actively in product development cycles, including feature planning, beta testing, and release validation Conduct code reviews and contribute fixes for customer-impacting issues in close collaboration with the engineering team Design and implement data migration strategies and complex customer configurations for enterprise-level deployments Lead technical discovery sessions with customers to understand requirements and provide expert implementation guidance Analyze system performance issues and provide optimization recommendations that improve product efficiency and customer satisfaction Build and maintain testing environments that mirror customer implementations for advanced troubleshooting and validation Develop proof-of-concept solutions for complex customer use cases, demonstrating technical feasibility and best practices Provide technical consultation on enterprise-level implementations and custom integrations across diverse business environments Create and deliver advanced technical training for internal teams and key customers, elevating technical capabilities across the organization Contribute to on-call rotations and provide expert guidance during critical incidents, ensuring rapid resolution and minimal customer impact Document all customer interactions, issues, and resolutions in the support ticketing system to maintain knowledge continuity What We Need From You 5 years of experience in technical support or software engineering, preferably in the SaaS industry Proficiency in at least one programming language relevant to the product stack (e.g., JavaScript, Python, Java, C#) Strong understanding of databases, SQL, API design, and integration patterns Experience with software development methodologies and version control systems (Git) Advanced knowledge of web technologies, frameworks, and cloud infrastructure (AWS, Azure, GCP) Familiarity with ticketing tools such as Salesforce and JIRA or similar platforms Understanding of networking concepts, security principles, and authentication protocols Ability to read and understand code bases to determine root causes of complex issues Experience with performance tuning, debugging, and optimization techniques Strong analytical skills with the ability to break down complex technical problems systematically Excellence in technical documentation with ability to explain complex concepts clearly to diverse audiences Customer-focused mindset balanced with engineering discipline and best practices Excellent project management skills with the ability to manage multiple high-complexity cases simultaneously Demonstrated success in cross-functional collaboration between support, product, and engineering teams Self-motivated with the ability to work independently while also collaborating effectively with team members across time zones Time management skills to balance multiple support cases with varying priorities and urgency levels Adaptability to changing requirements and evolving software capabilities in a fast-paced environment Able to speak and write English fluently for phone calls and written communication with customers; Portuguese is a nice to have. Due to client contractual obligations, the successful candidate will be asked to clear a background check upon hire What Does Sovos Offer You? The tools to enhance your life - because we want you to enjoy your life outside of work and inside Health Insurance Life Insurance Personal Accidents Insurance Meal Allowance Continuing opportunities for further Learning & Development A chance to work with talented and passionate people in a rewarding and values-driven environment 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. Company Background Sovos is a global provider of tax, compliance and trust solutions and services that enable businesses to navigate an increasingly regulated world with true confidence. Purpose-built for always-on compliance capabilities, our scalable IT-driven solutions meet the demands of an evolving and complex global regulatory landscape. Sovos' cloud-based software platform provides an unparalleled level of integration with business applications and government compliance processes. More than 100,000 customers in 100+ countries -- including half the Fortune 500 -- trust Sovos for their compliance needs. Sovos annually processes more than three billion transactions across 19,000 global tax jurisdictions. Bolstered by a robust partner program more than 400 strong, Sovos brings to bear an unrivaled global network for companies across industries and geographies. Founded in 1979, Sovos has operations across the Americas and Europe, and is owned by Hg and TA Associates. 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