Technical Support Specialist

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.

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