Advanced Technical Support Specialist

🔥 12 hours ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SOVRA

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏛️ Government

☁️ SaaS

🏪 Marketplace

Government • SaaS • Marketplace

SOVRA is a purpose-built procurement platform that connects government buyers and suppliers across North America. The company offers a SaaS marketplace and suite of tools to manage the public procurement lifecycle — intake and request creation, solicitation authoring and distribution, proposal management, evaluation and selection, and contract creation and lifecycle management — while emphasizing transparency and compliance. SOVRA powers Bidnet Direct, Merx and Ontopical marketplaces, reports over 1 million active vendors, $22 billion in solicitations awarded in 2025, and thousands of public entities using its solutions daily.

📋 Description

• Troubleshoot and resolve complex customer issues, escalating when deeper product or development support is needed • Test reported behavior in staging environments • Review application logs and document findings • Translate end-user descriptions into clear technical information • Track issues and changes in Jira and Zendesk through resolution • Manage customer expectations regarding ticket status, delivery timing, releases, product upgrades, and next steps • Configure SOVRA CLM instances and create applications from documented business requirements • Import customer data • Support client upgrades • Assist or train customers with configuration when requested • Coordinate with Support, Development, Product, Services, Account Management, and Customer Success • Negotiate requests and delivery time frames • Update processes, procedures, and training materials • Support product communications • Participate in the 24/7 on-call rotation approximately every 3–5 weeks • Respond to customer tickets, emails, and calls • Support the next-generation product rollout through customer changes, configuration guidance, training, and issue resolution

🎯 Requirements

• Strong foundation in technical support, including independent investigation and, where applicable, reviewing less-experienced colleagues’ work for quality • Experience resolving and documenting complex application issues using a structured troubleshooting process • Experience supporting web-based applications on Linux platforms • Ability to review application logs to isolate problems • Experience with Jira, Zendesk, or similar support platforms • Clear communication with customers and technical teams • Experience with multiple SaaS or PaaS applications • Ability to research, test, and learn unfamiliar systems independently • Bachelor’s degree in a relevant field or equivalent technical experience • Authorization to work in the United States or Canada • Must not require work visa or transfer sponsorship • French and English bilingual ability is an asset

🏖️ Benefits

• Remote work arrangement • 24/7 on-call rotation approximately every 3–5 weeks • Inclusive and equitable workplace • Equal opportunity employment • Work environment free from discrimination and harassment • Pay equity practices