Senior Technical Support Engineer | 4+ years | Avalara, Pune

Senior Technical Support Engineer

Job Summary:

The Technical Support Engineer is responsible for acting as the Subject Matter Expert providing in-depth technical expertise and analysis supporting our customer base and internal Avalara departments for AvaTax and all related Connectors. This involves working directly with customers, responding to email requests in a timely manner, working closely with Avalara engineers to resolve issues, as well as participating in engineering and product management meetings.

You will be required to document each customer contact, troubleshoot technical issues, escalate to engineering as needed, and manage issues through to resolution. You will be expected to live by our Cult of the Customer philosophy and will be held accountable for increasing the overall satisfaction of our customer base. 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.

This position will require working US business hours, evening, or night work across multiple time zones.

Job Duties:

• Own and resolve Tier 2 AvaTax and Connector technical issues.
• Work with ERP/CRM/eCommerce platforms (NetSuite, D365, SAP, Oracle, Salesforce, Shopify, Workday, etc.).
• Manage customer relationships and act as an advocate for their needs.
• Perform troubleshooting, root cause analysis, and deliver proactive, data-driven solutions.
• Use Salesforce for ticket management, workload analysis, and reporting.
• Leverage 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 SLA/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.
• Strong problem-solving skills and ability to handle challenging situations professionally.
• Excellent verbal and written communication skills, adept at conveying technical information to individuals with varying levels of expertise.
• Collaborative work ethic with the ability to thrive in a fast-paced environment.
• Exceptional organizational skills, capable of managing multiple tasks cross-functionally.
• Experience in supporting international customers over voice, chat and web modalities.

Preferred Qualifications:

• Familiarity with XML, APIs, and databases.
• Knowledge of US Sales Tax (VAT & Use Tax) and ERP domains.
• Experience with product-based or SaaS companies.
• Critical thinking abilities and proficiency with Salesforce and Atlassian Jira.
• Good to Have : Contribution to building AI-enabled self-service solutions such as chatbots, intelligent knowledge bases, and automated case routing.

Working Conditions:

• S/he must be willing to work with rotational night shifts