​This is a specialized, US-Remote Technical Support Engineer role at Sovos, a global leader in tax compliance technology. This position requires an individual with software engineering principles to resolve the most challenging technical issues. You will act as a product expert, bridging the gap between customer support and product development by performing code-level analysis and driving product stability and evolution.

• ​Location: US-Remote.
• ​Experience: 2+ years in technical support or software engineering, preferably in the SaaS industry.
• ​Focus: Handling escalated, complex technical cases, performing in-depth analysis of product architecture (APIs, databases), contributing fixes through code reviews, and utilizing AI-powered tools for diagnostics.
• ​Key Contribution: Serving as both a technical escalation point and a product advocate, reducing technical debt, and enhancing customer experience.

​Key Responsibilities: Engineering-Driven Support

​The work combines advanced troubleshooting with core software development activities to resolve high-complexity issues and improve the core product.

• ​Advanced Troubleshooting: Handle escalated, highly complex technical support cases requiring deep product knowledge and code-level understanding.
• ​Technical Deep Dives: Perform in-depth analysis of product architecture, APIs, databases, and integration points. Run SQL queries to troubleshoot advanced problems.
• ​Development & Fixes: Conduct code reviews and contribute fixes for customer-impacting issues in collaboration with the engineering team. Develop custom scripts, tools, and utilities to diagnose issues and implement workarounds.
• ​AI Integration: Leverage AI-powered tools to enhance diagnostics, automate troubleshooting processes, and accelerate issue resolution.
• ​Product Evolution: Participate in product development cycles, including feature planning, beta testing, and release validation.
• ​Consultation & Implementation: Provide technical consultation on enterprise-level implementations, custom integrations, and lead technical discovery sessions.
• ​Optimization: Analyze system performance issues and provide optimization recommendations.
• ​On-Call: Contribute to on-call rotations and provide guidance during critical incidents.

​Required Skills and Technical Foundation

​The ideal candidate blends customer focus with a robust engineering background and familiarity with modern tech stacks.

• ​Programming & Databases: 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.
• ​Engineering Practice: Ability to read and understand code bases to determine root causes. Experience with software development methodologies and Git (version control systems).
• ​Cloud & Networking: Advanced knowledge of web technologies, frameworks, and cloud infrastructure (AWS, Azure, GCP). Understanding of networking concepts, security principles, and authentication protocols.
• ​Troubleshooting: Experience with performance tuning, debugging, and optimization techniques.
• ​Documentation: Excellence in technical documentation with the ability to explain complex concepts clearly.
• ​Mindset: Customer-focused mindset balanced with engineering discipline and best practices.