Technical Expertise & Customer Support: Serve as a Subject Matter Expert for AvaTax and related Connectors, providing in-depth technical support to customers and internal teams via email and direct interaction, ensuring timely and accurate issue resolution.
Issue Management & Collaboration: Troubleshoot technical problems, document all customer interactions, escalate complex issues to engineering, and collaborate with cross-functional teams including engineering and product management to drive solutions.
Customer-Centric Approach: Uphold Avalara’s ‘Cult of the Customer’ philosophy by improving customer satisfaction through process enhancement, workflow optimization, and achieving performance metrics.
Flexible Work Schedule: Support customers across US and/or EMEA time zones, with availability for afternoon, evening, or night shifts as required.

What Your Responsibilities Will Be

Customer Support & Issue Resolution: Serve as a primary contact for external customers via phone, chat, and email, owning Tier 2 technical issues for AvaTax and related Connectors through to resolution while maintaining high-quality documentation and meeting SLA/CSAT targets.
Technical Proficiency & Problem Solving: Develop intermediate to advanced knowledge of AvaTax, Connectors, and the Avalara product portfolio; set up test environments, reproduce and log bugs in Jira, and proactively identify potential issues through system monitoring and usage analysis.
Collaboration & Continuous Improvement: Work closely with Tier 1/2 teams, QA, and cross-functional departments to drive process improvements, contribute feedback to product teams, and support internal and external training initiatives through documentation.
Documentation & Accountability: Create and maintain user-friendly support content (e.g., FAQs, manuals, guides), adhere to company policies, and take on additional responsibilities as needed to support team goals and deadlines.

What You’ll Need To Be Successful

Education & Experience: Bachelor’s in engineering, MCA, or MCS with 3+ years in technical support for software/SaaS products, including 1.5+ years in support-focused roles, and hands-on expertise with APIs and mainstream ERP/CRM/Accounting platforms (e.g., NetSuite, SAP, Salesforce, Oracle, etc.).
Technical & Analytical Skills: Strong problem-solving capabilities, advanced Microsoft Excel proficiency, experience with support ticketing systems, and proven ability to manage support queues and complex case escalations independently.
Customer Focus & Communication: Excellent written and verbal communication skills, with a customer-first mindset, effective relationship management, and the ability to navigate challenging situations professionally.
Work Ethic & Soft Skills: Demonstrates Avalara Success Traits (Ownership, Urgency, Humility, Simplicity, Adaptability, Curiosity), with high organizational skills, self-motivation, sound business judgment, and a collaborative, cross-functional working style.

How We’ll Take Care Of YouTotal RewardsIn 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 diversityAvalara 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.

What You Need To Know About Avalara

We’re defining the relationship between tax and tech.We’ve already built an industry-leading cloud compliance platform, processing over 54 billion customer API calls and over 6.6 million tax returns a year. Our growth is real - we're a billion dollar business - 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. 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.

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Senior Technical Support Engineer