Advanced Technical Support Specialist

Advanced Technical Support Specialist

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.

What will your main responsibilities look like?

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

What will you bring to this role?

• Advanced technical support foundation — you bring a strong foundation in technical support, including independent investigation and, where applicable, reviewing less-experienced colleagues' work for quality.
• Complex troubleshooting — you have resolved and documented complex application issues using a structured troubleshooting process and sound judgment about when to escalate.
• Web and Linux application support — you have supported web-based applications on Linux platforms and can review application logs to isolate problems.
• Support case management — you have worked with support platforms such as Jira, Zendesk, or similar systems to manage issues through resolution.
• Customer communication — you communicate clearly with customers and technical teams, remain resourceful during demanding situations, and genuinely enjoy solving problems for others.
• SaaS and PaaS experience — you have worked with multiple SaaS or PaaS applications and can research, test, and learn unfamiliar systems independently.
• Relevant education or equivalent experience — you hold a bachelor's degree in a relevant field or bring equivalent technical experience.
• Authorization to work in the US or Canada — we are not able to sponsor work visas or transfers at this time.

What are the assets that would make you stand out?

• Bilingual French and English — you can support customers and collaborate with colleagues in both French and English.

You should apply if

• You enjoy tracing complex application behavior from an end user's description through testing, evidence, and resolution.
• You want direct ownership of customer outcomes while working closely with the teams that build, manage, and support the product.
• You are interested in helping customers navigate product change as SOVRA introduces its next-generation platform.

What we look for in applications

We review every application individually and assess it on its own merits rather than screening for keywords. The most useful applications show which technical issues you investigated, which customers or users were affected, and the outcome, with numbers wherever you have them. When you name a support platform, operating environment, or technical tool, briefly explain what you used it to do, because a tool list alone does not show how you troubleshoot. Specific detail about your own contribution tells us more than a general summary of responsibilities.

What does success look like?

• By 3 months: You respond to customer tickets, emails, and calls; create service and change requests; and provide support with guidance from the team.
• By 6 months: You independently own the specialist workflow, manage customer issues through resolution, and make sound escalation decisions.
• By 12 months: You support the next-generation product rollout through customer changes, configuration guidance, training, and issue resolution.

Our interview process is thorough, respects your time, and includes four stages focused on the substance of the role and how you would work with customers and the team.

• Recruiter Call — a 30-minute conversation to outline who SOVRA is, what the role requires, and explore your background and alignment to the team needs.
• Technical take-home — a written take-home exercise focused on clear technical reasoning and communication, which should take 1 hour or less to complete.
• Hiring Manager Screen — a 30-minute conversation with the Manager, Advanced Technical Services about the role, technical support approach, and customer ownership.
• Team Interview — a 60-minute conversation with team members about collaboration, complex issue resolution, and working across customer and technical contexts.

Why you should join us

SOVRA serves the public sector, and the work carries the weight that comes with that purpose. Every improvement to our platform helps government agencies operate more efficiently and deliver greater value to the communities they serve. We are a company in a period of deliberate growth, and we are looking for professionals who want genuine ownership of their work and a direct hand in building the organization around them.

In this role, that ownership is real: your work in advanced technical support shapes how SOVRA supports customers and delivers its products.

If this role aligns with your experience and ambitions, we encourage you to apply.