The Work You'll Do
As a Technical Support Specialist based in Santiago, you will 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, AP

📌 Technical Support Specialist – Entry Level (Santiago)
🏢 Sovos
📍 Santiago