Senior Technical Support Specialist

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:

At Sovos, we're transforming how companies around the world manage tax compliance - helping half of the Fortune 500 and thousands more stay ahead in a complex, ever-changing global regulatory landscape. As a Senior Technical Support Specialist based in São Paulo, you'll serve as a technical authority and escalation point within our support organisation, handling our most complex customer issues while mentoring the broader team. You'll combine advanced troubleshooting with strategic thinking to improve support operations, drive customer satisfaction, and influence product development decisions.

More specifically, you will:

Handle escalated, complex technical support cases requiring deep product knowledge and advanced troubleshooting skills

Escalate complex technical problems to the appropriate engineering or Sovos teams in a timely manner

Document all customer interactions, issues, and resolutions in the support ticketing system

Design and implement technical solutions for recurring customer problems

Mentor and provide technical guidance to Technical Support Specialists

Develop and maintain comprehensive technical documentation, including knowledge base articles and internal training materials

Collaborate with Product and Engineering teams to represent the voice of the customer in product improvements

Create and deliver technical training programmes for both internal teams and customers

Establish and refine support processes and best practices to improve team efficiency

Serve as technical liaison between Support, Engineering, and Product Management teams

Contribute to on-call rotations and provide guidance during critical incidents

Leverage AI-powered tools and emerging technologies to enhance support efficiency and customer outcomes

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 audiences

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 such as 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

Bilingual proficiency required: English plus at least one of Spanish, Portuguese, or Turkish, depending on the product(s) supported

Willingness to travel domestically and internationally to Sovos locations and events (less than 25%)

What Does Sovos Offer You?

The tools to enhance your life - because we want you to enjoy your life outside of work and inside!

Mentoring Programs

Twice-Monthly Meeting Free Days

Management Bootcamps and Development Trainings

Yearly performance reviews where compensation and performance are assessed and rewarded generously

Clear paths for growth within our roles (but we know that career development can be like a spider web, not a ladder - we give you the tools to move outside of your career as well!)

Generous time off and benefits

Our Recruitment Process

We believe in a transparent and comprehensive hiring process. Here's what to expect:

Stage 1: UCAT (Universal Cognitive Aptitude Test) and EPP (Employee Personality Profile) Assessment

Stage 2: Automated Video Interview

Stage 3: Department Interview with Hiring Manager and/or key stakeholders

Stage 4: Final Interview

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. For more information visit http://www.sovos.com and follow us on LinkedIn and Twitter.