Senior Technical Support Engineer

What You'll Do: The Technical Support Engineer acts as the Subject Matter Expert providing in-depth technical expertise and analysis supporting our customers and internal Avalara departments for AvaTax and all related Connectors. You will work directly with customers, responding to email requests promptly, working with Avalara engineers to resolve issues, and participating in engineering and product management meetings. You will require documenting each customer contact, troubleshoot technical issues, escalate engineering, and manage issues through to resolution. You will live by our 'Cult of the Customer' philosophy and will hold you accountable for increasing the satisfaction of our customers. This includes assisting in the creation and implementation of customer-centric processes and workflow, performing to prescribed metrics goals, and contributing to an environment of accountability, growth, and positive employee morale. You will have to work in US business hours, evening, or night work across multiple time zones and will be reporting to Manager What Your Responsibilities Will Be: - Manage and resolve AvaTax and Connector technical issues. - Work with ERP/CRM/eCommerce platforms (NetSuite, D365, SAP, Oracle, Salesforce, Shopify, Workday). - Manage customer relationships and act as an advocate for their needs. - Perform troubleshooting, root cause analysis, and provide proactive, data-driven solutions. - Use Salesforce for ticket management, workload analysis, and reporting. - Use API tools (Postman), database analysis, and data manipulation for issue resolution. - Collaborate with Tier 1/2, QA, and cross-functional teams for process improvement and training. - Verify bugs in test environments, track issues in Jira, and produce documentation. - Monitor customer environments, ensure Service level agreement/CSAT compliance, and support self-service knowledge base. - Maintain compliance with policies, contribute to process improvements, and take on additional responsibilities. What You'll Need to be Successful: Qualifications: - Education: BE, MCA, MCS or equivalent. - Experience: At least 4 years of experience supporting enterprise-level software and customers, demonstrating your ability to handle complex technical issues in SaaS solutions. - Customer-facing role experience: At least 2 years of recent experience in direct customer handling (international only) through the modes of phone, virtual meets. - Problem-solving skills and ability to handle challenging situations. - Can convey technical information to individuals with varying levels of expertise. - Capable of managing multiple tasks cross-functionally. - Experience supporting international customers over voice, chat and web modalities - Familiarity with XML, APIs, and databases. - Knowledge of US Sales Tax (VAT & Use Tax) and ERP domains 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 6.6 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 know.