Senior Technical Support Engineer

What You'll Do Job Summary The Technical Support Engineer acts as the SME for AvaTax & Connectors, providing deep technical support to customers and our teams. Respond to customer emails, troubleshoot with engineers, and contribute in engineering/product meetings to lead resolutions. You will report to Manager, Product Support. Schedule: US business hours with evening/night shifts across time zones. What Your Responsibilities Will Be Key Responsibilities Own Tier-2 AvaTax & Connector cases end-to-end—diagnose, resolve, prevent recurrence. Troubleshoot across NetSuite, D365, SAP, Oracle, Salesforce, Shopify, and Workday. Manage customer relationships and act as their advocate. Perform RCA and deliver proactive, data-driven fixes; monitor environments to meet SLA/CSAT. Use Salesforce for case management and workload insights. Leverage APIs (Postman), SQL/data analysis for reproduction and resolution. Partner with Tier 1/2, QA, and engineering; improve processes and deliver training. Validate bugs in test, track in Jira, and author clear docs/knowledge-base. Maintain compliance and drive continuous improvement; take on stretch responsibilities. What You'll Need to be Successful Required Skills and Qualifications 4+ years supporting enterprise SaaS, resolving complex technical issues. 2+ years recent experience handling international customers via phone and virtual meetings. Strong problem-solver; and adept at challenging situations. Clear communicator who can explain technical topics to all skill levels. Collaborative, cross-; experienced across voice, chat, and web support. Preferred Qualifications Familiarity with XML, APIs, and databases. Knowledge of US Sales Tax (VAT & Use Tax) and ERP domains. Experience with product-based or SaaS companies. Abilities and proficiency with Salesforce and Atlassian Jira. Good to Have : Contribution to building AI-enabled self-service solutions such as chatbots, intelligent knowledge bases, and automated case routing. S/he must be willing to work with rotational shifts#LI-Onsite Avalara is an AI-first Company AI is embedded in our workflows, decision-making, and products. Success here requires embracing AI as an essential capability. You’ll bring experience using AI and AI-related technologies, ready to thrive here. You’ll apply AI every day to business challenges - improving efficiency, contributing solutions, and driving results for your team, our company, and our customers. You’ll grow with AI by staying curious about new trends and best practices, and by sharing what you learn so others can benefit too. How We'll Take Care of You Total Rewards In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses. Health & Wellness Benefits vary by location but generally include private medical, life, and disability insurance. Inclusive culture and diversity Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship. What You Need To Know About Avalara We’re defining the relationship between tax and tech. We’ve already built an industry-leading cloud compliance platform, processing over 54 billion customer API calls and over million tax returns a year. Our growth is real - we're a billion dollar business - and we’re not slowing down until we’ve achieved our mission - to be part of every transaction in the world. We’re bright, innovative, and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we’ve designed, that empowers our people to win. We’ve been different from day one. Join us, and your career will be too. We’re An Equal Opportunity Employer Supporting diversity and inclusion is a cornerstone of our company — we don’t want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us Responsibilities Own Tier-2 AvaTax & Connector cases end-to-end—diagnose, resolve, prevent recurrence. Troubleshoot across NetSuite, D365, SAP, Oracle, Salesforce, Shopify, and Workday. Manage customer relationships and act as their advocate. Perform RCA and deliver proactive, data-driven fixes; monitor environments to meet SLA/CSAT. Use Salesforce for case management and workload insights. Leverage APIs (Postman), SQL/data analysis for reproduction and resolution. Partner with Tier 1/2, QA, and engineering; improve processes and deliver training. Validate bugs in test, track in Jira, and author clear docs/knowledge-base. Maintain compliance and drive continuous improvement; take on stretch responsibilities.