Technical Support Engineer

Sovos Compliance

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About The Position

As a Technical Support Engineer at Sovos, you'll serve as a critical bridge between our customer support and product development teams. You'll combine deep product expertise with software engineering skills to tackle the most complex technical challenges, acting as both a technical escalation point and a product advocate. Your work will directly enhance the customer experience while contributing to product stability and evolution.

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
• Due to client contractual obligations, the successful candidate will be asked to clear a background check and drug test upon hire

Nice To Haves

• proficiency in Spanish, Portuguese, or Turkish is a plus

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

Benefits

• Flexible Time-Off
• Comprehensive Health, Dental and Vision benefits
• 401(k) with employee sponsored match
• Bi-Weekly Meeting Free Days
• Mentoring Programs
• Globally recognized Training and Development programs
• Tuition Reimbursement, Time off to Volunteer, Charitable Giving Match, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees