Senior Technical Support Analyst

Sovos Compliance

2d•Remote

About The Position

Sovos is hiring a senior technical support professional to diagnose complex issues in its e-invoicing and compliance solutions running in customer SAP ECC and/or S/4HANA environments. The role combines ABAP debugging and tracing with SAP FI and/or SD functional knowledge to identify root causes, determine whether issues stem from the product or customer-specific customization or configuration, and route cases to the appropriate teams for resolution. The analyst investigates application defects, integration failures, performance issues, and production incidents across SAP, XML, middleware, tax engines, and government interfaces. The position also supports customers through testing, go-live, hyper-care, rollouts, releases, and patches, and contributes to knowledge sharing and colleague development. Sovos describes itself as an equal opportunity employer and provides an environment that celebrates diversity.

Requirements

Experience in SAP ABAP debugging, performance analysis, and troubleshooting in ECC and/or S/4HANA environments.
Strong functional knowledge of SAP FI and/or SD, including how fiscal and tax data flows through business documents.
Deep knowledge of Brazilian fiscal localization and electronic fiscal documents (NF-e, NFS-e, CT-e), including their integration with SAP systems and government authorities.
Skill troubleshooting SAP interfaces, including IDoc, RFC, BAPI, ALE, SOAP Web Services, REST APIs, and OData.
Skill working with XML-based data structures and transformations.
Track record diagnosing complex, mission-critical issues for enterprise customers and clearly communicating technical findings to technical and non-technical stakeholders.
Comfort with AI-assisted workflows and tools to enhance diagnostic efficiency and quality.
Fluent Portuguese and working English proficiency.

Responsibilities

Handle escalated, complex technical support cases requiring product knowledge, ABAP debugging, and advanced troubleshooting in customer SAP systems.
Diagnose application defects, integration failures, performance issues, and production incidents, performing root-cause analysis across SAP, XML, middleware, tax engines, and government interfaces.
Determine whether issues are core product problems or customer-specific customization or configuration problems, and provide documented diagnoses when routing cases to Product/Engineering or Professional Services.
Trace fiscal and tax data from SAP SD, MM, and FI documents through to generated electronic fiscal documents, identifying where data, configuration, or logic breaks the process.
Debug and trace ABAP code and analyze dumps, application logs, and job logs to find root causes in customer SAP systems.
Troubleshoot SAP interfaces used in e-invoicing and fiscal integrations, including IDoc, RFC, BAPI, ALE, SOAP Web Services, REST APIs, and OData.
Analyze and validate XML-based electronic documents against schemas, including Brazilian fiscal XML structures, to diagnose transformation and data errors.
Use AI-assisted tools to improve the efficiency and quality of diagnostics.
Collaborate with Professional Services, Product, Engineering, and customer stakeholders to resolve cases and communicate diagnoses clearly.
Support customers during testing, go-live, hyper-care, rollouts, releases, and patches.
Create and maintain knowledge base articles and troubleshooting guides, identify recurring issues, share trends and recommendations, and mentor colleagues through hands-on guidance.