Junior Technical Support Specialist - Night shift

Sovos Compliance

4d•Remote

About The Position

Sovos is hiring a Junior Technical Support Specialist to resolve technical challenges for customers using its SaaS platform. The role provides support for escalated technical issues and helps ensure a strong customer experience for the LATAM customer base. The schedule is Wednesday through Sunday, 8pm to 3am. The successful candidate will be asked to clear a background check upon hire due to client contractual obligations.

Requirements

Availability to work Wednesday through Sunday, 8pm to 3am.
Solid technical support experience managing mission-critical enterprise applications.
Strong expertise in PostgreSQL database management.
Knowledge of incident, problem, and request management in a tiered support structure, with a track record of high-availability infrastructure support.
Knowledge of programming languages such as JavaScript, Python, Java, or C#, and comfort reviewing logs.
Familiarity with cloud infrastructure such as AWS and OCI, Windows and Linux administration, and API-based services and integrations.
Fluency in English.
Comfort using AI-assisted workflows to improve output quality, with critical judgment to validate AI-generated content.
Ability to clear a background check upon hire.

Responsibilities

Respond to and resolve technical support tickets, calls, and emails professionally and urgently, particularly issues involving PostgreSQL databases, file imports, and custom reporting.
Replicate software problems, identify root causes, and implement solutions; use AI tools to streamline diagnostics and improve resolution speed.
Follow up regularly on incident tickets to ensure resolution and customer satisfaction.
Document customer interactions, issues, and resolutions in the ticketing system, and create and maintain knowledge base articles and troubleshooting guides.
Escalate complex technical problems to appropriate teams and liaise between support and development, including analysis at code and architecture levels.
Monitor technology platform availability, performance, and capacity; participate in implementations, upgrades, and maintenance activities.
Create scripts and automation tools to improve support efficiency and proactively address recurring issues.