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 Technical Support Specialist based in Sao Paulo, you'll serve as the critical bridge between our SaaS platform and our customers, providing swift resolution to escalated technical issues raised by Customer Support and other customer-facing teams. Your work is essential to delivering an excellent customer experience - resolving issues quickly, escalating when needed, and contributing to a culture of continuous improvement.

More specifically, you will:

Respond to and resolve technical support tickets, calls, and emails in a timely and professional manner

Troubleshoot software issues by replicating problems, identifying root causes, and implementing solutions

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

Escalate complex technical problems to the appropriate Sovos support teams when necessary

Create and maintain knowledge base articles and troubleshooting guides

Provide product training and onboarding assistance to new customers

Conduct regular follow-ups with customers to ensure satisfaction with resolutions

Identify recurring issues and collaborate with product teams on improvement opportunities

Stay current with product updates, new features, and technical developments

Participate in on-call rotations to provide after-hours support when needed

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

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!

Flexible Time-Off

Comprehensive Health Benefits

Meal Vouchers to Assist with Food Expenses

Bi-Weekly Meeting Free Days

Mentoring Programs

Globally Recognized Training and Development Programs

Virtual English Club through Rosetta Stone, and more!

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.