{"id":756,"date":"2025-12-08T14:30:32","date_gmt":"2025-12-08T14:30:32","guid":{"rendered":"https:\/\/skillbasedmatching.com\/jobs\/?post_type=jobpost&#038;p=756"},"modified":"2025-12-08T14:30:35","modified_gmt":"2025-12-08T14:30:35","slug":"technical-support-engineer-advanced-product-expertise-code-level-resolution","status":"publish","type":"jobpost","link":"https:\/\/skillbasedmatching.com\/jobs\/current-jobs\/technical-support-engineer-advanced-product-expertise-code-level-resolution\/","title":{"rendered":"Technical Support Engineer \u2013 Advanced Product Expertise &#038; Code-Level Resolution"},"content":{"rendered":"\n<p>\u200bThis is a specialized, <strong>US-Remote<\/strong> <strong>Technical Support Engineer<\/strong> role at Sovos, a global leader in tax compliance technology. This position requires an individual with <strong>software engineering principles<\/strong> 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 <strong>code-level analysis<\/strong> and driving product stability and evolution.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Location:<\/strong> US-Remote.<\/li>\n\n\n\n<li>\u200b<strong>Experience:<\/strong> <strong>2+ years<\/strong> in technical support or software engineering, preferably in the <strong>SaaS industry<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Focus:<\/strong> 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.<\/li>\n\n\n\n<li>\u200b<strong>Key Contribution:<\/strong> Serving as both a technical escalation point and a product advocate, reducing technical debt, and enhancing customer experience.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\u200bKey Responsibilities: Engineering-Driven Support<\/h2>\n\n\n\n<p>\u200bThe work combines advanced troubleshooting with core software development activities to resolve high-complexity issues and improve the core product.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Advanced Troubleshooting:<\/strong> Handle escalated, highly complex technical support cases requiring <strong>deep product knowledge and code-level understanding<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Technical Deep Dives:<\/strong> Perform in-depth analysis of <strong>product architecture, APIs, databases, and integration points<\/strong>. Run <strong>SQL queries<\/strong> to troubleshoot advanced problems.<\/li>\n\n\n\n<li>\u200b<strong>Development &amp; Fixes:<\/strong> <strong>Conduct code reviews<\/strong> and <strong>contribute fixes<\/strong> for customer-impacting issues in collaboration with the engineering team. Develop custom <strong>scripts, tools, and utilities<\/strong> to diagnose issues and implement workarounds.<\/li>\n\n\n\n<li>\u200b<strong>AI Integration:<\/strong> <strong>Leverage AI-powered tools<\/strong> to enhance diagnostics, automate troubleshooting processes, and accelerate issue resolution.<\/li>\n\n\n\n<li>\u200b<strong>Product Evolution:<\/strong> Participate in <strong>product development cycles<\/strong>, including feature planning, beta testing, and release validation.<\/li>\n\n\n\n<li>\u200b<strong>Consultation &amp; Implementation:<\/strong> Provide technical consultation on enterprise-level implementations, custom integrations, and lead technical discovery sessions.<\/li>\n\n\n\n<li>\u200b<strong>Optimization:<\/strong> Analyze system performance issues and provide <strong>optimization recommendations<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>On-Call:<\/strong> Contribute to <strong>on-call rotations<\/strong> and provide guidance during critical incidents.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\u200bRequired Skills and Technical Foundation<\/h2>\n\n\n\n<p>\u200bThe ideal candidate blends customer focus with a robust engineering background and familiarity with modern tech stacks.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Programming &amp; Databases:<\/strong> <strong>Proficiency in at least one programming language<\/strong> relevant to the product stack (e.g., JavaScript, Python, Java, C#). Strong understanding of <strong>databases, SQL, API design, and integration patterns<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Engineering Practice:<\/strong> Ability to <strong>read and understand code bases<\/strong> to determine root causes. Experience with software development methodologies and <strong>Git<\/strong> (version control systems).<\/li>\n\n\n\n<li>\u200b<strong>Cloud &amp; Networking:<\/strong> Advanced knowledge of <strong>web technologies, frameworks, and cloud infrastructure<\/strong> (AWS, Azure, GCP). Understanding of <strong>networking concepts, security principles, and authentication protocols<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Troubleshooting:<\/strong> Experience with performance tuning, <strong>debugging<\/strong>, and optimization techniques.<\/li>\n\n\n\n<li>\u200b<strong>Documentation:<\/strong> Excellence in <strong>technical documentation<\/strong> with the ability to explain complex concepts clearly.<\/li>\n\n\n\n<li>\u200b<strong>Mindset:<\/strong> Customer-focused mindset balanced with <strong>engineering discipline<\/strong> and best practices.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>\u200bThis 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 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"menu_order":0,"template":"","jobpost_category":[45],"jobpost_job_type":[39],"jobpost_location":[1041],"jobpost_tag":[2995,3498,199,3500,2146,1200,814,231,2594,290,24,855,128,1564,254,3501],"class_list":["post-756","jobpost","type-jobpost","status-publish","hentry","jobpost_category-software-engineering","jobpost_job_type-remote","jobpost_location-united-states","jobpost_tag-advanced-troubleshooting","jobpost_tag-api-design","jobpost_tag-c","jobpost_tag-cloud-infrastructure-aws-azure-gcp","jobpost_tag-code-level-support","jobpost_tag-databases","jobpost_tag-debugging","jobpost_tag-java","jobpost_tag-on-call-rotation-2","jobpost_tag-performance-tuning","jobpost_tag-python","jobpost_tag-saas","jobpost_tag-sql","jobpost_tag-tax-compliance","jobpost_tag-technical-support-engineer","jobpost_tag-us-remote"],"_links":{"self":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost\/756","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost"}],"about":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/types\/jobpost"}],"author":[{"embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/users\/1"}],"wp:attachment":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/media?parent=756"}],"wp:term":[{"taxonomy":"jobpost_category","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_category?post=756"},{"taxonomy":"jobpost_job_type","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_job_type?post=756"},{"taxonomy":"jobpost_location","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_location?post=756"},{"taxonomy":"jobpost_tag","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_tag?post=756"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}