▷ Apply in 3 Minutes Technical Support Engineer

What You'll Do: - Technical Expertise & Customer Support: Serve as a Subject Matter Expert for AvaTax and related Connectors, providing in-depth technical support to customers and our teams by email and direct interaction, ensuring timely and accurate issue resolution. - Issue Management & Collaboration: Troubleshoot technical problems, document all customer interactions, escalate complex issues to engineering, and collaborate with teams including engineering and product management to guide solutions. - Customer-Centric Approach: Uphold Avalara's 'Cult of the Customer' philosophy by improving customer satisfaction through process enhancement, workflow optimization, and achieving performance metrics. - Flexible Work Schedule: Support customers across US or EMEA time zones, with availability for afternoon, evening, or night shifts. - You will have to work from Pune location and need to work in US or EMEA business hours, afternoon, evening, or night work across multiple time zones. You will report to Manager, Product Support What Your Responsibilities Will Be: Job Duties - Customer Support & Issue Resolution: Serve as a primary contact for external customers by phone, chat, and email, overseeing Tier 2 technical issues for AvaTax and related Connectors through to resolution while maintaining high-quality documentation and meeting Service level agreement/CSAT targets. - Technical Proficiency & Problem Solving: Develop intermediate to experience of AvaTax, Connectors, and the Avalara product portfolio; set up test environments, reproduce and log bugs in Jira, and identify potential issues through system monitoring and usage analysis. - Collaboration & Continuous Improvement: Work with Tier 1/2 teams, QA, and departments to guide process improvements, contribute feedback to product teams, and support internal and external training plans through documentation. What You'll Need to be Successful: Qualifications - Any Graduation, bachelor's in engineering with 3+ years in technical support for software/SaaS products, including 2+ years in international customer support experience. - Foundation in AI concepts, with the ability to understand AI-driven features to customers. Hands-on expertise with APIs and mainstream ERP/CRM/Accounting platforms (e.g., NetSuite, SAP, Salesforce, and Oracle). - You have atleast 2 years of experience in, patience, and the ability to de-escalate challenging situations. - Problem-solving capabilities, advanced Microsoft Excel proficiency, experience with support ticketing systems, and ability to manage support queues and complex case escalations independently. - Customer Focus: with a customer-first mindset, and the ability to navigate challenging situations. #LI-Onsite Avalara is an AI-first Company: 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.