Senior Technical Support Engineer

Job Description

What Youll Do 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 document each customer contact, troubleshoot technical issues, escalate to engineering, and manage issues through to resolution. You will have to work from Pune location and need to work in US or EMEA business hours, afternoon, evening, or night work across multiple time zones. You will report to Director, Product Support What Your Responsibilities Will Be Serve as contact for external customers by answering technical support telephone calls, chats, and emails. Own Tier 2 AvaTax and related Connector technical issues through resolution. Attain intermediate/experienced proficiency in the primary functions and technical workings for AvaTax and related Connectors, and all Avalara services. Comprehend technical interoperability for products in Avalara Portfolio. Manage personal ticket workload to meet department SLAs and CSAT goals, with expected clarity and quality of documentation. Collaborate with Tier 1/2 teams and the department QA team for process improvement and training. Set up test environments to verify reported software bugs and record in our issue tracking system Jira. Meet individual case management, SLA and C-SAT goals. What Youll Need to be Successful Education: BE or MCA or MCS 3+ years in a technical support environment supporting software or SaaS products. In depth technical expertise in supporting software or SaaS products, with a focus on APIs. Experience with a mainstream ERP/CRM/Accounting software package, such as: NetSuite, Microsoft Dynamics/D365/AX, SAP S/4 Hana, SageX, Salesforce, Magento, Oracle, Shopify, or similar systems. Demonstrate examples of important Avalara Success Traits related to success in this position: Ownership, Urgency, Humility, Simplicity, Adaptability, Curiosity Expertise in mainstream Support ticketing system and support request queue management. Communicate with customers and managers regarding case management and status #LI-Onsite How Well 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 Wellness Benefits vary by location but generally include private medical, life, and disability insurance. Inclusive culture and diversit y 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, 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. Education: BE or MCA or MCS 3+ years in a technical support environment supporting software or SaaS products. In depth technical expertise in supporting software or SaaS products, with a focus on APIs. Experience with a mainstream ERP/CRM/Accounting software package, such as: NetSuite, Microsoft Dynamics/D365/AX, SAP S/4 Hana, SageX, Salesforce, Magento, Oracle, Shopify, or similar systems. Demonstrate examples of important Avalara Success Traits related to success in this position: Ownership, Urgency, Humility, Simplicity, Adaptability, Curiosity Expertise in mainstream Support ticketing system and support request queue management. Communicate with customers and managers regarding case management and status #LI-Onsite Serve as contact for external customers by answering technical support telephone calls, chats, and emails. Own Tier 2 AvaTax and related Connector technical issues through resolution. Attain intermediate/experienced proficiency in the primary functions and technical workings for AvaTax and related Connectors, and all Avalara services. Comprehend technical interoperability for products in Avalara Portfolio. Manage personal ticket workload to meet department SLAs and CSAT goals, with expected clarity and quality of documentation. Collaborate with Tier 1/2 teams and the department QA team for process improvement and training. Set up test environments to verify reported software bugs and record in our issue tracking system Jira. Meet individual case management, SLA and C-SAT goals.