Solution Engineer

**Build your future with Sovos.**

If you are looking for an opportunity where career-minded professionals can achieve success while bringing their best and whole selves to work each day, Sovos may be the company you have been looking for. Employees at Sovos operate on the leading edge of digital technology while working to improve lives and the communities in which we live and work. When we say Solve Tax for Good, we mean For Good in every sense of the word. Our organizational commitment is to provide a place where employees can thrive and progress in their careers while having the support behind them that only a global company can offer.

Sound like this might be the opportunity you have been looking for?

It’s not about what you have done somewhere else, it’s all about what you are capable of doing here.

**The Work You'll Do**:

- More specifically you will:_
- Provide technical support to internal and external users regarding the resolution of production issues, processes, and procedures
- Respond promptly and professionally
- Analyze impact and scope to determine Level 1, Level 2 and Level 3 issue resolution
- Assist in all technical problems (i.e. performance, security, etc.) for the multi-products supported
- Effectively troubleshoot, replicate and develop workarounds as needed and in interim to ensure client service
- Document and communicate the results to internal and external users, corporate development, external business partners, and/or clients
- Identify user needs and requirements to existing and proposed system issues
- Document user requirements thoroughly via the Client Portal
- Maintain appropriate record of resolution through the CRM system
- Use Knowledge Management database to locate solutions to issues
- Ensure case notes thoroughly detail the problem and resolution are comprehensive of the issue and are documented professionally
- Review and communicate compliance obligations, highlighting client service opportunities and/or enhancements
- Act as liaison between internal and external users, professional services, product development to ensure high impact problems are resolved in a timely and satisfactory manner
- Provide technical support to all levels of organization regarding the resolution of product and client issues
- Mentor and train newly hired associates to ensure successful integration into the role
- Identify training needs for the department and assist with training development programs
- Provide feedback to leadership team
- Act as a point of escalation in the absence of leadership for critical issues and department priorities
- Stay current with emerging technology and trends in order to provide technical support for product rollouts and/or existing offerings
- Remain proficient on operating systems, operations acumen, and daily operations
- May act independently as an Informational Technology (IT) liaison; provide technical and operational support as needed
- Perform other related duties as assigned
- Acts with integrity and demonstrates ethical behavior in all matters with all stakeholders
- Takes full responsibility for ensuring internal and external customer satisfaction
- Demonstrates initiative, drive and determination to achieve results, success and growth
- Maintains a high level of energy, enthusiasm, engagement and commitment to action
- Develops trust and models open, candid, respectful communication and collaborative teamwork
- Demonstrates a high degree of self-awareness and commitment to personal development and learning.

**What We Need From You**
- Successful work history involving identifying, resolving, and implementing system modifications and enhancements
- Advanced level of spoken and written English
- Equivalent technical training and experience in client relations
- Proven leadership abilities and talent
- Expert working knowledge of complex business operations
- Proven ability to influence the performance of other associates and to contribute to significant and external impacts related to complex business issues

**What Does Sovos Offer You?**
- The tools to enhance your life - because we want you to enjoy your life outside of work and inside_
- Mentoring Programs
- Management Bootcamps and Development Trainings
- Yearly performance reviews where compensation and performance are assessed and rewarded generously
- Clear paths for growth within our roles (but we know that career development can be like a spider web, not a ladder - we give you the tools to move outside of your career as well
- Generous time off and benefits

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, color, 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 Sovo