Technical Support Engineer
IT, Customer Service
Lisbon, Portugal
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 revolutionising 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!
The Work You'll Do:
We are looking for a Technical Support Engineer to join our EMEA Client Support team. This is a customer-facing support role focused on first-level troubleshooting of eInvoicing, EDI, and document-exchange issues across our customers, predominantly in Portugal and across EMEA. You will work closely with teammates and senior support engineers to ensure customers receive timely, accurate, and professional support.
More specifically, you will:
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Act as a first point of contact for customers across the EMEA region experiencing issues with the Saphety platforms.
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Handle inbound calls from specific clients, providing first-level assistance and ensuring requests are logged and followed up through the appropriate support processes.
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Work collaboratively within a support team, sharing knowledge and supporting team objectives.
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Communicate clearly and professionally with customers in Portuguese and English, setting expectations on next steps and timelines.
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Contribute to a positive team culture through reliability, respect, and teamwork.
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Handle support requests related to our Saphety solution.
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Support customers using Compliance Network, including initial investigation of reported issues.
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Follow documented processes and compliance guidelines when handling cases.
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Perform first-level technical troubleshooting to resolve common issues.
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Collect relevant information such as screenshots, error messages, and reproduction steps.
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Escalate issues appropriately with clear and complete documentation.
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Maintain accurate and up-to-date case records in internal systems.
What We Need From You
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Fluent Portuguese and English, both written and spoken.
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Comfortable with Microsoft Office / Microsoft 365.
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Experience troubleshooting technical issues in a customer-facing or support environment.
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Strong communication skills and a customer-focused mindset.
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Ability to manage stress and prioritise effectively in a high-volume environment.
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Attention to detail and comfort working with structured processes.
Nice to have:
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Exposure to electronic invoicing, EDI, or document-exchange concepts (including the Peppol network).
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Familiarity with structured document formats such as XML, UBL, or CIUS-PT.
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Understanding of Accounts Payable and Accounts Receivable processes, or OCR-based invoice capture.
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Exposure to ERP integrations and communication channels with customer systems.
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Experience with Salesforce, Jira, or similar CRM/ticketing tools.
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Prior technical or SaaS support experience.
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Exposure to compliance, tax, or regulatory software.
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, colour, 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 unrivalled 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.
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