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 document each customer contact, troubleshoot technical issues, escalate to engineering, and manage issues through to resolution.

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

• You will be a Subject Matter Expert on Avalara product integrations.
• You will mentor and advise support teams and associated PODs.
• You will simplify customer interactions for support requests.
• You will manage and resolve technical issues for AvaTax, ECM, and related Connectors.
• You will conduct detailed ticket analysis, troubleshooting, and issue replication.
• You will experience interpreting and responding to customer requests with customers and maintain accurate records in the case tracking system.
• You will provide expert knowledge on AvaTax, ECM, and SaaS ERP connectors like Microsoft Dynamics, NetSuite, and Oracle.
• You will manage ticket workload to meet department Service level agreements(SLA's), CSAT, and TTR goals with high documentation quality.
• You will handle technical escalations requiring assistance from other departments and partners.

What You'll Need to be Successful

Qualifications

• 3+ years of experience in Technical Support, Application Support or Product Support or Engineering in SaaS ERP solutions.
• Expertise in supporting SaaS solutions, with a focus on APIs and 2+ years of API/Web Services experience.
• Advanced troubleshooting and escalation skills.
• Proficient in API testing tools like Postman.
• Advanced customer relationship, call management, and Microsoft Office skills.
• Work during US business hours across multiple time zones.

#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.

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