Technical Support Engineer

2 weeks ago

Pune, Maharashtra, India Avalara Technologies Full time US$ 90,000 - US$ 1,20,000 per year

What You'll Do

You will report to the Manager, Technical Support. You will work from the Pune office full fledged.

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 Avalara's 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 maintain Avalara's 'Cult of the Customer' philosophy, with a focus on enhancing overall customer satisfaction.

What Your Responsibilities Will Be

  • 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 Level 3 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.
  • You will advocate for the customer within Avalara, leading issues to resolution across departments.

What You'll Need to be Successful

  • 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, Workday, or similar systems is required.
  • Advanced troubleshooting and escalation skills.
  • Proficient in API testing tools like Postman.
  • Experience collaborating and advocating for customers.
  • Advanced customer relationship, call management, and Microsoft Office skills.

Work during US business hours across multiple time zones

  • Technical Support Engineer

    1 week ago

    Pune, Maharashtra, India Dobot Robotics Full time

    Provide expert technical support to our channel partners and end users Your primary tasks will be to support, train and develop our users and partners in India . Technical support will be handled through either email, telephone or on site at our users' premises. You will be travelling approximately 90 days a year. Your role will include the following tasks:...

  • Technical Sales Support Engineer

    2 weeks ago

    Pune, Maharashtra, India SAMS ADVANCED CLIMATIC TECHNOLOGIES PVT. LTD. Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    Company DescriptionSAMS ADVANCED CLIMATIC TECHNOLOGIES PVT. LTD. (SAMSACT) is a leading organization in environmental testing since 1999. We provide sales and service support to manufacturers in the semiconductor, electronic, automobile, and solar panel industries across India. With offices in Hyderabad, Delhi, Pune, Chennai, Ahmedabad, and Bangalore, we...

  • Technical Support Engineer

    2 weeks ago

    Pune, Maharashtra, India SailPoint Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    This position (part of ourTechnicalSupport Team)worksdirectly withCustomer andSailPoint field personnel to identify, troubleshoot, and resolve technical problems directly or in conjunction with our engineering teams.Responsibilities:Provide technical support to SailPoint customers and field personnel via multiple channels, including ticketing system,...

  • Technical Support Engineer

    2 weeks ago

    Pune, Maharashtra, India Fairtility Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Location: PuneExperience: 4–5 YearsShift: Night Shift (US/Global Support Coverage)Job Type: Full-timeAbout the Role:We are seeking a technically skilled and customer-focused Technical Support Engineer to join our team. This role involves monitoring systems, resolving incidents, and supporting end users and internal teams during off-hours.Key...

  • Support Engineer

    1 week ago

    Pune, Maharashtra, India beBeeTechnical Full time US$ 75,000 - US$ 1,10,000

    Job Description:As a technical support specialist, you will be responsible for providing expert assistance to clients and internal teams. You will collaborate with the customer success team to resolve complex technical issues and work closely with the engineering department to debug and troubleshoot problems. Key Responsibilities:Provide tier-2 support to...

  • Technical Support Engineer

    2 weeks ago

    Pune, Maharashtra, India Cequence Security Full time US$ 90,000 - US$ 1,20,000 per year

    DescriptionProduct Support EngineerCequence Security?– India - PuneCequence Security builds products to protect the world's web applications and APIs from threats. Our platform prevents online fraud, business logic attacks, exploits, and sensitive data exposure for global enterprise customers in the finance, banking, retail, social media, travel and...

  • Technical Support Engineering

    2 weeks ago

    Pune, Maharashtra, India Microsoft Full time ₹ 15,00,000 - ₹ 20,00,000 per year

    Overview With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and...

  • Technical Support Engineering

    2 weeks ago

    Pune, Maharashtra, India Microsoft Full time

    With more than 45 000 employees and partners worldwide the Customer Experience and Success CE S organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft s products and services ignited by our people and culture We drive cross-company alignment and execution ...

  • Technical Support Engineer

    2 weeks ago

    Pune, Maharashtra, India NICE Full time ₹ 5,00,000 - ₹ 8,00,000 per year

    At NiCE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.So, what's the role all about?We are seeking a Technical Support...

  • Technical Support Engineering

    2 weeks ago

    Pune, Maharashtra, India Microsoft Full time US$ 1,20,000 - US$ 2,00,000 per year

    With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution,...