Technical Support Engineer

Description

Summary: This role involves acting as a first point of contact for customers, providing technical troubleshooting, and ensuring timely, accurate, and professional support for compliance and tax solutions. Highlights: 1. Critical first point of contact for customers across the EMEA region 2. Focus on operational tax compliance processes and technical troubleshooting 3. Opportunity to leverage AI tools to improve support workflows **Build your future with Sovos.** If you're seeking a career where innovation meets impact, you've come to the right place. As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionising how businesses navigate the ever\-changing regulatory landscape. At Sovos, we're dedicated to more than just solving compliance challenges \- we're committed to making a positive and lasting difference in everything we do. Our teams operate on the modern edge of digital technology, working not only to solve complex business challenges but also to enrich our personal, professional, and local communities. Our purpose\-built systems provide the tools you need to thrive in a world where governments demand increased visibility, faster reporting and greater control over business processes. Excited about the possibilities? So are we! **The Work You'll Do:** At **Sovos**, we're transforming how companies around the world manage tax compliance, helping half of the Fortune 500 and thousands more stay ahead in a complex, ever\-changing global landscape. As a **Technical Support Engineer**, you'll be a critical first point of contact for customers across the EMEA region, supporting them with our compliance and tax solutions. This is a customer\-facing role focused on operational tax compliance processes and technical troubleshooting, working closely with teammates and senior support engineers to ensure customers receive timely, accurate, and professional support. *More specifically, you will:* * Act as a first point of contact for customers across the EMEA region, communicating clearly and professionally while setting expectations on next steps and timelines * Handle support requests related to our Saphety solution and support customers using Compliance Network, including initial investigation of reported issues * Perform first\-level technical troubleshooting to resolve common issues, collecting relevant information such as screenshots, error messages, and reproduction steps * Escalate issues appropriately with clear and complete documentation, maintaining accurate and up\-to\-date case records in internal systems * Follow documented processes and compliance guidelines when handling cases * Contribute to a positive team culture through reliability, respect, and knowledge sharing * Leverage AI tools and technology to improve support workflows, case resolution efficiency, and customer communication **What We Need From You** * Fluent English, both written and spoken * Comfortable with Microsoft Office / Microsoft 365 * Experience troubleshooting technical issues in a support or service environment * Strong communication skills and a customer\-focused mindset * Ability to manage competing priorities effectively in a high\-volume environment * Attention to detail and comfort working with structured processes * Comfort working with AI\-assisted tools and a willingness to adopt emerging technologies to enhance support quality Nice to have: * Experience with APIs or system integrations * Ability to read and interpret logs or system error messages * Experience with Salesforce or similar CRM/ticketing tools * Prior technical or SaaS support experience * Exposure to compliance, tax, or regulatory software Due to client contractual obligations, the successful candidate will be asked to clear a background check upon hire. **What Does Sovos Offer You?** The tools to enhance your life \- because we want you to enjoy your life outside of work and inside! * Health Insurance * Life Insurance * Personal Accidents Insurance * Meal Allowance * Continuing opportunities for further Learning \& Development * A chance to work with talented and passionate people in a rewarding and values\-driven environment! Sovos is an equal opportunity employer committed to providing an environment that celebrates diversity and where equal employment opportunities are available to all applicants and employees. We do not discriminate against race, colour, religions, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic provided by law. At Sovos, all employees are encouraged to bring their whole selves to work. **Company Background** Sovos is a global provider of tax, compliance and trust solutions and services that enable businesses to navigate an increasingly regulated world with true confidence. Purpose\-built for always\-on compliance capabilities, our scalable IT\-driven solutions meet the demands of an evolving and complex global regulatory landscape. Sovos' cloud\-based software platform provides an unparalleled level of integration with business applications and government compliance processes. More than 100,000 customers in 100\+ countries \- including half the Fortune 500 \- trust Sovos for their compliance needs. Sovos annually processes more than three billion transactions across 19,000 global tax jurisdictions. Bolstered by a robust partner program more than 400 strong, Sovos brings to bear an unrivalled global network for companies across industries and geographies. Founded in 1979, Sovos has operations across the Americas and Europe, and is owned by Hg and TA Associates. For more information visit http://www.sovos.com and follow us on LinkedIn and Twitter. \#LI\-HYBRID