Advanced Technical Support Specialist

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 in 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.

Summary of the role

The Advanced Technical Support Specialist safeguards the technical reliability and performance of the platforms that power the Transaction Model Program (TRX) in the Govtech sector, which supports billions of dollars in transactions across hundreds of vendors. This role resolves complex, escalated technical issues; maintains platform, configuration, and integration integrity; and translates technical trends into insights that inform prioritization and process improvement. Working closely with cross-functional teams, this role ensures technical work stays aligned with program delivery, customer commitments, and operational goals — helping build the platform stability and technical confidence the TRX group depends on to scale. As a seasoned professional, this role proposes solutions for improving and optimizing technical processes, programs, and procedures; helps resolve complex problems requiring comprehensive and detailed analysis of systems, data, and variables; and collaborates with a range of internal and external stakeholders. This role also contributes to knowledge transfer by providing functional guidance and coaching to less experienced members of the team.

Main responsibilities:

• Partner with business stakeholders to define, document, and maintain the business process rules that govern platform configuration and behavior, ensuring system logic reflects actual operational intent.

• Translate business requirements into system configuration and validated rule sets, and identify when existing rules no longer match operational reality — proposing updates based on root cause and trend analysis.

• Lead the technical implementation of new client environments end-to-end, including scoping, configuration, deployment, and testing, coordinating timelines and dependencies across internal teams.

• Own delivery schedules for key account and new-environment projects, tracking milestones, flagging risks early, and communicating progress and changes to customers and internal stakeholders.

• Serve as a bridge between technical implementation and business intent — ensuring configuration and process changes reflect the reasoning behind a request, not just the request itself.

• Negotiate change requests and delivery timeframes with customers, weighing technical feasibility against business priorities.

• Document customization requirements for new functionality and partner with the verification team or customer to ensure solution testing is executed and validated before go-live.

• Lead technical configuration, integration, and testing efforts for key account projects (e.g., ACLs, list management, reporting).

• Troubleshoot system issues for internal front-line staff and external customers, submit and manage tickets via Jira with appropriate support teams, and act as the requester's advocate through resolution — coordinating across departments and closing the loop in a timely manner.

• Work closely with Product Management on solution updates, maintenance, and roadmap planning, contributing insight from client-facing implementation work.

• Collaborate and coordinate effectively with Support, Product, and Services teams to resolve technical blockers and keep project and delivery work on track.

• Keep customers informed of ticket status, project milestones, new products, releases, and product upgrade news.

• Contribute to knowledge transfer by providing functional guidance and coaching to less experienced members of the team.

• Assist with internal and external communications and training related to product enhancements, launches, and new environment rollouts.

Desired Profile:

• Strong customer service abilities, including problem-solving, account management, and resourcefulness in high-pressure situations.

• Demonstrated ability to research and resolve problems using a variety of resources and tools.

• Ability to translate technical findings and trends into insights that inform prioritization and decision-making.

• Strong collaboration skills, comfortable working across internal teams and external stakeholders.

• Demonstrated ability to mentor, guide, and coach less experienced colleagues.

• Comfortable diagnosing root cause across ambiguous or undocumented systems.

• Able to synthesize input from multiple stakeholders to reach a workable technical solution under time pressure.

Qualifications:

• Bachelor's degree or equivalent experience.

• 3-5 years of experience in technical support, platform operations, or business systems analysis.

• Experience analyzing and documenting business process rules and translating business requirements into system configuration or logic.

• Experience managing project timelines, milestones, and cross-functional coordination for technical implementations or rollouts.

• Demonstrated experience troubleshooting and resolving complex technical issues, including root cause analysis.

• Comfortable working directly with business stakeholders to clarify requirements and validate system behavior matches intended process outcomes.

• Strong interpersonal, communication, and problem-solving skills.

• Required: Authorized to work in USA—unfortunately we are not able to sponsor work visas or transfers at this time.

Thank you for your interest in SOVRA.

At SOVRA, we are committed to fostering an inclusive and equitable workplace. We are an equal opportunity employer and do not discriminate against any employee or applicant for employment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, marital status, veteran status, or any other characteristic protected by applicable laws. We provide a work environment free from discrimination and harassment. In addition, we are committed to ensuring pay equity across our organization and regularly review our compensation practices.

International Data Base Corp doing business under SOVRAtm participates in E-Verify. If selected for employment, you will be required to provide your Form I-9 information to confirm that you are authorized to work in the United States.

International Data Base Corp, que opera bajo el nombre comercial SOVRAtm, participa en E-Verify. Si es seleccionado para el empleo, se le solicitará que proporcione la información de su Formulario I-9 para confirmar que está autorizado a trabajar en los Estados Unidos.