Advanced Technical Support Specialist

SOVRA

23h•Remote

About The Position

SOVRA is looking for an Advanced Technical Support Specialist to help customers resolve complex issues across its contract lifecycle management applications. The role supports established products while contributing to the rollout and customer adoption of SOVRA’s next-generation platform. The role investigates customer tickets, gathers requirements, tests solutions in staging environments, creates and tracks service or change requests, configures customer applications, imports data, and supports upgrades. The person in this role also helps customers understand product changes and use their configured environments effectively. It is a multi-faceted role that goes beyond just answering tickets and resetting passwords. The work requires technical independence, accurate documentation, and clear communication across customers, Support, Development, Product, Services, Account Management, and Customer Success. This is a remote individual contributor role for candidates based on the West Coast of the United States or Canada and able to work in the PST time zone.

Requirements

Strong foundation in technical support, including independent investigation and, where applicable, reviewing less-experienced colleagues’ work for quality.
Resolved and documented complex application issues using a structured troubleshooting process and sound judgment about when to escalate.
Supported web-based applications on Linux platforms and can review application logs to isolate problems.
Worked with support platforms such as Jira, Zendesk, or similar systems to manage issues through resolution.
Communicate clearly with customers and technical teams, remain resourceful during demanding situations, and genuinely enjoy solving problems for others.
Worked with multiple SaaS or PaaS applications and can research, test, and learn unfamiliar systems independently.
Bachelor’s degree in a relevant field or equivalent technical experience.
Authorization to work in the US or Canada (no visa sponsorship available).

Nice To Haves

Bilingual French and English

Responsibilities

Troubleshoot and resolve complex customer issues and escalate issues when deeper product or development support is needed.
Test reported behavior in staging environments, review application logs, document findings, and translate end-user descriptions into clear technical information.
Track issues and changes in Jira and Zendesk, keeping records current through resolution.
Manage customer expectations with clear updates on ticket status, delivery timing, releases, product upgrades, and next steps.
Configure SOVRA CLM instances and create applications based on documented business requirements.
Import customer data, support client upgrades, and assist or train customers with configuration when requested.
Coordinate with Support, Development, Product, Services, Account Management, and Customer Success to negotiate requests and delivery time frames.
Update processes, procedures, and training materials, support product communications, and participate in the 24/7 on-call rotation approximately every 3–5 weeks.