Advanced Technical Support Specialist

About this role

Advanced Technical Support Specialist

Location: West Coast US or Canada—Remote (PST time zone)

A note on length — this posting is intentionally longer than most. That is deliberate. It gives you a realistic preview of the role and clear guidance on how to present your application, so we suggest reading it in full.

About SOVRA

SOVRA is a leading public procurement platform trusted by more than 7,000 government agencies and over 1 million suppliers across North America. Our work sits at the intersection of technology, public service, and accountability, helping governments operate more efficiently and transparently on behalf of the communities they serve.

What makes SOVRA unique is our deep focus on the public sector. Our solutions are purpose-built to solve real, complex procurement challenges, balancing compliance with usability and innovation. That commitment has been recognized with the Achievement of Excellence in Procurement (AEP) Certification from the National Procurement Institute, reflecting our high standards and impact on the market.

At SOVRA, the work you do matters. Every improvement we make helps public organizations stretch taxpayer dollars further, operate with greater transparency, and deliver better outcomes for millions of people. We're a growing, mission-driven company where smart, curious people come together to build technology that serves the public good.

Learn more at sovra.com http://sovra.com.

About the job

SOVRA is looking for an Advanced Technical Support Specialist to help customers resolve complex issues across its contract lifecycle management applications. The role supports established products while contributing to the rollout and customer adoption of SOVRA’s next-generation platform.

The role investigates customer tickets, gathers requirements, tests solutions in staging environments, creates and tracks service or change requests, configures customer applications, imports data, and supports upgrades. The person in this role also helps customers understand product changes and use their configured environments effectively. It is a multi-faceted role that goes beyond just answering tickets and resetting passwords.

The work requires technical independence, accurate documentation, and clear communication across customers, Support, Development, Product, Services, Account Management, and Customer Success. This is a remote individual contributor role for candidates based on the West Coast of the United States or Canada and able to work in the PST time zone.

What will your main responsibilities look like?

Complex Issue Resolution

- You troubleshoot and resolve complex customer issues and escalate issues when deeper product or development support is needed.

- You test reported behavior in staging environments, review application logs, document findings, and translate end-user descriptions into clear technical information.

Case Ownership & Customer Communication

- You track issues and changes in Jira and Zendesk, keeping records current through resolution.

- You manage customer expectations with clear updates on ticket status, delivery timing, releases, product upgrades, and next steps.

Application Configuration & Customer Enablement

- You configure SOVRA CLM instances and create applications based on documented business requirements.

- You import customer data, support client upgrades, and assist or train customers with configuration when requested.

Cross-Functional Delivery & Service Improvement

- You coordinate with Support, Development, Product, Services, Account Management, and Customer Success to negotiate requests and delivery time frames.

- You update processes, procedures, and training materials, support product communications, and participate in the 24/7 on-call rotation approximately every 3–5 weeks.

What will you bring to this role?

- Advanced technical support foundation — you bring a strong foundation in technical support, including independent investigation and, where applicable, reviewing less-experienced colleagues’ work for quality.

- Complex troubleshooting — you have resolved and documented complex application issues using a structured troubleshooting process and sound judgment about when to escalate.

- Web and Linux application support — you have supported web-based applications on Linux platforms and can review application logs to isolate problems.

- Support case management — you have worked with support platforms such as Jira, Zendesk, or similar systems to manage issues through resolution.

- Customer communication — you communicate clearly with customers and technical teams, remain resourceful during demanding situations, and genuinely enjoy solving problems for others.

- SaaS and PaaS experience — you have worked with multiple SaaS or PaaS applications and can research, test, and learn unfamiliar systems independently.

- Relevant education or equivalent experience — you hold a bachelor’s degree in a relevant field or bring equivalent technical experience.

- Authorization to work in the US or Canada — we are not able to sponsor work visas or transfers at this time.

What are the assets that would make you stand out?

- Bilingual French and English — you can support customers and collaborate with colleagues in both French and English.

You should apply if

- You enjoy tracing complex application behavior from an end user’s description through testing, evidence, and resolution.

- You want direct ownership of customer outcomes while working closely with the teams that build, manage, and support the product.

- You are interested in helping customers navigate product change as SOVRA introduces its next-generation platform.

What we look for in applications

We review every application individually and assess it on its own merits rather than screening for keywords. The most useful applications show which technical issues you investigated, which customers or users were affected,…