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 Role

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 Santiago, 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, ensuring high-quality customer interactions at every touchpoint.
• Troubleshoot software issues by replicating problems, identifying root causes, and implementing solutions that address both immediate needs and underlying technical challenges.
• Document all customer interactions, issues, and resolutions in the support ticketing system, creating a comprehensive record that enables knowledge sharing and continuous improvement.
• Create and maintain knowledge base articles and troubleshooting guides that empower customers and internal teams to resolve common issues independently.
• Identify recurring issues and collaborate with product teams on improvement opportunities, translating customer feedback into actionable insights that drive product evolution.
• Stay current with product updates, new features, and technical developments, positioning yourself as a trusted advisor to customers navigating our platform.
• Leverage AI-powered tools and emerging technologies to enhance support efficiency, streamline workflows, and deliver faster, more accurate customer outcomes.

What You Bring to Sovos

• You've built solid technical experience and demonstrated the ability to quickly learn new software platforms and technologies, applying that knowledge to real-world customer challenges.
• You have excellent verbal and written communication skills, with a natural ability to explain technical concepts to non-technical audiences in clear, accessible language.
• You bring a patient and empathetic approach to customer service, maintaining composure and professionalism even in high-stress situations.
• You possess a problem-solving mindset with strong analytical and diagnostic abilities, approaching each issue with curiosity and determination.
• You're comfortable working with ticketing systems such as Zendesk, Freshdesk, or similar platforms, and understand how to manage workflow efficiently.
• You have a basic understanding of web technologies, APIs, and integration concepts that power modern SaaS platforms.
• You're bilingual with professional proficiency in English plus at least one of Spanish, Portuguese, or Turkish, depending on the product(s) supported.
• You're comfortable with AI-assisted workflows and eager to explore how emerging tools can improve support delivery and customer satisfaction.
• You're willing to travel domestically and internationally to Sovos locations and events (less than 25%).

The Process

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

Life at Sovos

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

• Global Mentoring Program
• AI Tools and Technology from Day 1
• Continuous Learning and Development
• Language Learning Support
• Global Employee Recognition Platform and Programs
• Global Parental Leave Policy
• Comprehensive Health, Dental and Catastrophic Insurance
• Life Insurance
• Employee Assistance Programme
• Meal Allowance
• Holiday Bonus

Equal Opportunity Employer
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. For more information visit www.sovos.com and follow us on LinkedIn and Twitter.

Ready to make your move?

We'd love to hear from you. Use the Apply button at the top of this page to submit your application.