Senior Technical Support Engineer
What You'll Do:
You will be reporting to the Manager, Tech Support and working from the Pune office.
The Senior Technical Support Engineer 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 responsible for upholding Avalara's 'Cult of the Customer' philosophy, with a focus on enhancing overall customer satisfaction.
What Your Responsibilities Will Be:
- 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 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.
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.
- 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.
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 & WellnessBenefits 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.
Learn more about our benefits by region here: Avalara North America
What You Need To Know About Avalara:
We’re Avalara. We’re defining the relationship between tax and tech.We’ve already built an industry
- leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year.
- there’s nearly 5,000 of us now.
- not until we’ve achieved our mission
- to be part of every transaction in the world.
We instill passion in our people through the trust we place in them. 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.