Senior Technical Support Engineer

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 require documenting each customer contact, troubleshoot technical issues, escalate engineering, and manage issues through to resolution. You will live by our ''Cult of the Customer'' philosophy and will hold you accountable for increasing the satisfaction of our customers. This includes assisting in the creation and implementation of customer-centric processes and workflow, performing to prescribed metrics goals, and contributing to an environment of accountability, growth, and positive employee morale.

You will have to work in US business hours, evening, or night work across multiple time zones and will be reporting to Manager

• Manage and resolve AvaTax and Connector technical issues.
• Work with ERP/CRM/eCommerce platforms (NetSuite, D365, SAP, Oracle, Salesforce, Shopify, Workday).
• Manage customer relationships and act as an advocate for their needs.
• Perform troubleshooting, root cause analysis, and provide proactive, data-driven solutions.
• Use Salesforce for ticket management, workload analysis, and reporting.
• Use API tools (Postman), database analysis, and data manipulation for issue resolution.
• Collaborate with Tier 1/2, QA, and cross-functional teams for process improvement and training.
• Verify bugs in test environments, track issues in Jira, and produce documentation.
• Monitor customer environments, ensure Service level agreement/CSAT compliance, and support self-service knowledge base.
• Maintain compliance with policies, contribute to process improvements, and take on additional responsibilities.

Qualifications:

• Education: BE, MCA, MCS or equivalent.
• Experience: At least 4 years of experience supporting enterprise-level software and customers, demonstrating your ability to handle complex technical issues in SaaS solutions.
• Customer-facing role experience: At least 2 years of recent experience in direct customer handling (international only) through the modes of phone, virtual meets.
• Problem-solving skills and ability to handle challenging situations.
• Can convey technical information to individuals with varying levels of expertise.
• Capable of managing multiple tasks cross-functionally.
• Experience supporting international customers over voice, chat and web modalities
• Familiarity with XML, APIs, and databases.
• Knowledge of US Sales Tax (VAT & Use Tax) and ERP domains