IT Support

• 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

Explore Advanced Technical Support Specialist at SOVRA. Review requirements and application details.

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