Technical Support Engineer

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.

• 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.

• 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.

#LI-Onsite

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.

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, and this year we became a billion-dollar business. Our growth is real, 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. Ownership and achievement go hand in hand here. 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.