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Senior Technical Support Specialist
2 weeks ago
We are seeking an experienced Senior Technical Support Engineer to fill this key role.
About the PositionThis position involves providing top-tier technical expertise and analysis to support our customers. As a Subject Matter Expert (SME), you will be responsible for resolving complex technical issues and upholding high standards of customer satisfaction.
Your Key Responsibilities- Be a Subject Matter Expert on product integrations
- Mentor and advise support teams and associated PODs
- Simplify and enhance customer interactions for support requests
- Manage and resolve Level 3 technical issues for AvaTax, ECM, and related Connectors
- Conduct detailed ticket analysis, troubleshooting, and issue replication
You will be expected to possess excellent analytical and problem-solving skills, as well as strong communication and interpersonal skills.
The Ideal Candidate- 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
- Experience with ERP, CRM, Accounting software like NetSuite, Microsoft Dynamics, SAP S/4 Hana, SageX, Salesforce, Magento, Oracle, Shopify, or similar systems