Technical Support Engineer

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: As a Technical Support Engineer at Sovos, you'll serve as a critical bridge between our customer support and product development teams. You'll combine deep product expertise with software engineering skills to tackle the most complex technical challenges, acting as both a technical escalation point and a product advocate. Your work will directly enhance the customer experience while contributing to product stability and evolution. More specifically, you will: Handle escalated, complex technical support cases requiring deep product knowledge, code-level troubleshooting, and advanced analysis of product architecture, APIs, databases, and integration points Develop custom scripts, tools, and utilities to diagnose issues, automate troubleshooting, and implement workarounds Participate in product development cycles — including feature planning, beta testing, release validation, and code reviews — contributing fixes for customer-impacting issues alongside the engineering team Lead technical discovery sessions with customers, provide implementation guidance on enterprise-level integrations, and develop proof-of-concept solutions for complex use cases Analyze system performance issues, provide optimization recommendations, and build testing environments that mirror customer implementations Create and maintain technical documentation focused on system architecture, integration patterns, and advanced troubleshooting methodologies Deliver advanced technical training to internal teams and key customers Contribute to on-call rotations and provide guidance during critical incidents Leverage AI-powered tools and emerging technologies to enhance troubleshooting efficiency and continuously improve support processes What We Need From You 5+ years of experience in technical support or software engineering, preferably in the SaaS industry Proficiency in at least one programming language (e.g., JavaScript, Python, Java, C#) with the ability to read and navigate codebases to determine root causes Strong understanding of databases, SQL, API design, integration patterns, and cloud infrastructure (AWS, Azure, GCP) Experience with software development methodologies, version control (Git), performance tuning, and debugging Understanding of networking concepts, security principles, and authentication protocols Strong analytical and project management skills with the ability to manage multiple high-complexity cases simultaneously Excellence in technical documentation with the ability to explain complex concepts clearly to both technical and non-technical audiences Demonstrated success in cross-functional collaboration between support, product, and engineering teams Comfort working with AI-driven tools and a willingness to adopt emerging technologies to improve outcomes Ability to speak and write English fluently; proficiency in Spanish, Portuguese, or Turkish is a plus Due to client contractual obligations, the successful candidate will be asked to clear a background check and drug test 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, Dental and Vision benefits 401(k) with employee sponsored match Bi-Weekly Meeting Free Days Mentoring Programs Globally recognized Training and Development programs Tuition Reimbursement, Time off to Volunteer, Charitable Giving Match, 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. 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 and follow us on LinkedIn and Twitter.