The Work You'll DoAs 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 WillRespond to and resolve technical support tickets, calls, and emails in a timely and professional mannerTroubleshoot software issues by replicating problems, identifying root causes, and implementing solutionsDocument all customer interactions, issues, and resolutions in the support ticketing systemEscalate complex technical problems to the appropriate Sovos support teams when necessaryCreate and maintain knowledge base articles and troubleshooting guidesProvide product training and onboarding assistance to new customersConduct regular follow‐ups with customers to ensure satisfaction with resolutionsIdentify recurring issues and collaborate with product teams on improvement opportunitiesStay current with product updates, new features, and technical developmentsParticipate in on‐call rotations to provide after‐hours support when neededLeverage AI‐powered tools and emerging technologies to enhance support efficiency and customer outcomesWhat We Need From YouStrong technical aptitude with the ability to quickly learn new software platforms and technologiesExcellent verbal and written communication skills,



with the ability to explain technical concepts to non‐technical audiencesPatient and empathetic approach to customer service, even in high‐stress situationsProblem‐solving mindset with strong analytical and diagnostic abilitiesExperience with ticketing systems such as Zendesk, Freshdesk, or similar platformsBasic understanding of web technologies, APIs, and integration conceptsSelf‐motivated with the ability to work independently while collaborating effectively with team membersStrong time management skills to balance multiple support cases with varying prioritiesAdaptability to changing requirements and evolving software capabilitiesBilingual proficiency required: English plus at least one of Spanish, Portuguese, or Turkish, depending on the product(s) supportedWillingness to travel domestically and internationally to Sovos locations and events (less than 25%)Due to client contractual obligations, the successful candidate will be asked to clear a background check upon hireWhat Does Sovos Offer You?
Versátil Time‐OffComprehensive Health BenefitsMeal Vouchers to Assist with Food ExpensesBi‐Weekly Meeting Free DaysMentoring ProgramsGlobally Recognized Training and Development ProgramsVirtual English Club through Rosetta Stone, and more!
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.
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📌 Technical Support Specialist – Entry Level (Santiago)
🏢 Sovos Latinoamérica
📍 Santiago