Advanced Technical Support Specialist

SOVRA

. Troubleshoot and resolve complex customer issues, escalating when deeper product or development support is needed .

Posted 10/13/2026full-timeRemote • United States, CanadaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical support capabilities, including troubleshooting complex application issues and managing customer expectations. Proficient in configuring applications and supporting web-based platforms while effectively communicating with both customers and technical teams.

Highest-signal resume keywords

Technical SupportTroubleshooting ProcessJiraZendeskSaaS Applications

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Application Log ReviewConfiguration ManagementData ImportWeb-Based ApplicationsLinux PlatformsComplex Issue ResolutionDocumentationCustomer TrainingStructured TroubleshootingBilingual (French and English)

Soft Skills

Clear CommunicationCustomer Expectation ManagementNegotiation

Tools & Technologies

SOVRA CLMJiraZendesk

Industry Keywords

SaaSPaaSTechnical SupportCustomer Success

Tech Stack

Tools & technologies

Linux

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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