Technical Support Expert

What You ll DoYou will report to the Manager Technical Support You will work from the Pune office The Technical Support Expert serves as a Subject Matter Expert SME for AvaTax ECM and related Connector products providing top-tier technical expertise and analysis to support Avalaras customers You will mentor and advise across the support ecosystem handling escalations documenting customer interactions troubleshooting issues escalating to engineering and ensuring resolution The Expert is also responsible for upholding Avalara s Cult of the Customer philosophy with a focus on enhancing overall customer satisfaction What You ll Need to be Successful Be a Subject Matter Expert on Avalara product integrations Mentor and advise support teams and associated PODs Simplify and enhance customer interactions for support requests Manage and resolve Level 3 and 4 technical issues for AvaTax ECM and related Connectors Conduct detailed ticket analysis troubleshooting and issue replication Communicate clearly with customers and maintain accurate records in the case tracking system Provide expert knowledge on AvaTax ECM and SaaS ERP connectors like Microsoft Dynamics NetSuite and Oracle Manage ticket workload to meet department Service level agreements SLA s CSAT and TTR goals with high documentation quality Handle technical escalations requiring assistance from other departments and partners Advocate for the customer within Avalara driving issues to resolution across departments About the Team 4 years of experience in Advanced Technical Support Product Project Management QA Business Analysis or Engineering in SaaS ERP solutions Expertise in supporting SaaS solutions with a focus on APIs and 2 years of API Web Services experience Proficient in API and workflow analysis across ERP e-Commerce and Marketplace platforms Experienced with ERP CRM Accounting software like NetSuite Microsoft Dynamics SAP S 4 Hana SageX Salesforce Magento Oracle Shopify Workday or similar systems Advanced troubleshooting and escalation skills Proficient in API testing tools like Postman Experience collaborating and advocating for customers in a cross-functional environment Advanced customer relationship call management and Microsoft Office skills Work during US or EMEA business hours across multiple time zones LI-Onsite How We ll Take Care of YouTotal RewardsIn 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 Flexible hybrid working We support hybrid work and flexible schedules for our employees Learn more about our benefits by region here About AvalaraWere Avalara Were defining the relationship between tax and tech Weve already built an industry-leading cloud compliance platform processing nearly 40 billion customer API calls and over 5 million tax returns a year Last year we became a billion-dollar business and our tribe expanded by a cool thousand people - theres nearly 5 000 of us now Our growth is real and were not slowing down - not until weve achieved our mission - to be part of every transaction in the world Were bright innovative and disruptive like the orange we love to wear It captures our quirky spirit and optimistic mindset It shows off the culture weve designed that empowers our people to win Ownership and achievement go hand in hand here We instill passion in our people through the trust we place in them Weve been different from day one Join us and your career will be too EEO StatementWere an Equal Opportunity Employer Supporting diversity and inclusion is a cornerstone of our company we dont 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