Build Your Future With Us
The digitization of tax compliance is fundamentally changing global commerce and how businesses need to operate and grow. Governments now have real-time visibility into business data, creating new challenges and new opportunities for organizations around the world. At Sovos, we're transforming tax compliance from a business requirement into a driver of growth through AI-powered technology that delivers the accurate, real-time insights businesses need to make smarter decisions.
We're solving more than today's tax compliance challenges. We're helping reshape global economies by enabling organizations to navigate increasingly complex and rapidly changing regulatory environments with confidence – and helping communities thrive.
AI is accelerating what's possible, enabling tax and technology professionals to more effectively drive critical regulatory decisions. That's where Sovos excels, combining intelligent technology with human expertise to help customers stay ahead of change.
Don't worry if you don't check every box. We're focused on hiring great people, not perfect resumes. It's less about what you've done elsewhere and more about what you're capable of doing here.
The Role
At Sovos, we're transforming how businesses navigate complex compliance challenges on a global scale. As a Triage Engineer, you'll serve as the critical first line of technical assessment for our Compliance Network support queue, diagnosing issues, routing them effectively, and ensuring our platform remains stable and responsive for customers worldwide. This is a high-impact, hands-on role where your diagnostic skills and technical judgement directly protect the customer experience.
More specifically, you will:
- Act as the first technical reviewer for inbound support tickets, gathering diagnostic information such as logs, payloads, API responses, and environment details to assess symptoms and provide clear technical context.
- Reproduce issues where possible and determine customer impact, assigning appropriate severity levels and initiating crisis processes when required.
- Route tickets to the correct owning team with clear, actionable information to minimise reassignment and delays, and monitor the queue proactively to drive resolution of ageing or stalled tickets.
- Partner with Engineering, Support, DevOps, and Product teams to reproduce defects, narrow down root causes, validate fixes, and ensure effective escalation and communication.
- Leverage AI tools to identify recurring issues and trends, surfacing insights to Product and Engineering teams for permanent platform improvements.
- Contribute to triage playbooks, runbooks, and knowledge articles to improve team speed, consistency, and overall support quality.
What You Bring to Sovos
- You can diagnose technical issues in a SaaS or B2B platform environment, whether through professional experience in technical support, QA, site reliability, software engineering, or equivalent hands-on work.
- Diagnostic and troubleshooting skills, with the ability to read logs, traces, and API responses to isolate issues and potential root causes.
- Familiarity with ticketing and ITSM tools such as Jira, and experience working with support queue workflows and incident severity frameworks.
- Working knowledge of web services and integration concepts, including REST/SOAP APIs, XML/JSON, and webhooks (exposure to message queues and cloud platforms is a plus).
- Clear written and verbal communication skills in English, with the ability to explain technical issues clearly to engineering teams and non-technical stakeholders alike.
- Comfort with AI-assisted workflows and structured triage processes, while exercising sound judgement when dealing with ambiguity (experience with e-invoicing, tax compliance, or regulated document processing environments is preferred).
- Due to client contractual obligations, the successful candidate will be asked to clear a background check upon hire.
Life at Sovos
The tools to enhance your life - because we want you to enjoy your life outside of work and inside!
- Global Mentoring Programs
- AI Tools and Technology from Day 1
- Continuous Learning and Development
- Language Learning Support
- Global Employee Recognition Platform and Programs
- Global Parental Leave Policy
- Health Insurance (company paid)
- Life Insurance
- Personal Accidents Insurance
- Meal Allowance
- Flexible Benefits Platform
- Generous annual leave plus additional company days
- 13th and 14th month allowances
Equal Opportunity Employer
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 transforming tax compliance from a business requirement to a force for growth. Our flagship product, the Sovos Compliance Cloud platform, enables businesses to identify, determine, and report on every tax obligation across the globe. Sovos processes nearly 20 billion transactions per year, helping companies scale their compliance strategy in 150+ countries.
More than 100,000 customers – including half the Fortune 500 – trust Sovos’ tax and regulatory expertise and unparalleled integration with their business applications. Learn more at sovos.com.
Ready to make your move?
We'd love to hear from you. Use the Apply button at the top of this page to submit your application
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