Technical Support Engineer

Lisboa
Permanente
Horário completo

Há 2 mêses

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!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 you will act as a product expert with advanced technical capabilities, bridging the gap between the customer support and product development teams. This specialized role combines deep Sovos product knowledge with software engineering principles to resolve the most challenging technical issues and contribute to product stability and evolution. The Technical Support Engineer serves as both a technical escalation point and a product advocate, driving improvements that enhance the customer experience while reducing technical debt.More specifically you will:

Handle escalated, complex technical support cases that require deep product knowledge and advanced troubleshooting skills
Document all customer interactions, issues, and resolutions in the support ticketing system
Investigate and resolve highly complex technical issues that require code-level understanding and engineering principles
Perform in-depth analysis of product architecture, APIs, databases, and integration points to troubleshoot advanced customer problems
Create and maintain technical documentation focused on system architecture, integration patterns, and advanced troubleshooting methodologies
Develop custom scripts, tools, and utilities to diagnose issues, automate troubleshooting processes, and implement workarounds
Participate in product development cycles, including feature planning, beta testing, and release validation
Conduct code reviews and contribute fixes for customer-impacting issues in collaboration with the engineering team
Design and implement data migration strategies and complex customer configurations
Lead technical discovery sessions with customers to understand requirements and provide implementation guidance
Analyze system performance issues and provide optimization recommendations
Build and maintain testing environments that mirror customer implementations for advanced troubleshooting
Develop proof-of-concept solutions for complex customer use cases
Provide technical consultation on enterprise-level implementations and custom integrations
Create and deliver advanced technical training for internal teams and key customers
Contribute to on-call rotations and provide guidance during critical incidents

What We Need From You:

Up to 5 years of experience in technical support or software engineering, preferably in the SaaS industry
Proficiency in at least one programming language relevant to the product stack (e.g., JavaScript, Python, Java, C#)
Strong understanding of databases, SQL, API design, and integration patterns
Experience with software development methodologies and version control systems (Git)
Advanced knowledge of web technologies, frameworks, and cloud infrastructure (AWS, Azure, GCP)
Familiar with ticketing tools, such as Salesforce and JIRA or similar
Understanding of networking concepts, security principles, and authentication protocols
Ability to read and understand code bases to determine root causes of issues
Experience with performance tuning, debugging, and optimization techniques
Strong analytical skills with the ability to break down complex technical problems systematically
Excellence in technical documentation with ability to explain complex concepts clearly
Customer-focused mindset balanced with engineering discipline and best practices
Excellent project management skills with the ability to manage multiple high-complexity cases simultaneously
Demonstrated success in cross-functional collaboration between support, product, and engineering teams
Self-motivated with the ability to work independently while also collaborating effectively with team members
Time management skills to balance multiple support cases with varying priorities
Adaptability to changing requirements and evolving software capabilities
Able to speak and write English and Portuguese for phone calls/messages to customers

What Does Sovos Offer You?The tools to enhance your life - because we want you to enjoy your life outside of work and inside!

An opportunity to work with a global team
Bi-Weekly Meeting Free Days!
Mentoring Programs
Globally recognised Training and Development programs
Benefits

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 BackgroundSovos 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 and . Qualifications

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