Senior Technical Support Engineer

What You'll DoThe Technical Support Engineer is 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 Manager, Product Support

What Your Responsibilities Will Be

• You will be front line contact for external customers by answering technical support telephone calls, chats and emails
• Answer questions and troubleshoot issues related to use of SaaS software applications
• You will be a contact for external customers by answering technical support telephone calls, chats, and emails.
• Oversee Tier 2 AvaTax and related Connector technical issues through resolution.
• Attain intermediate/experienced proficiency in the primary tasks 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 Service level agreements 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.
  

What You’ll Need To Be Successful

• 3+ years in a technical support environment supporting software or SaaS products.
• In depth technical expertise in Application Support or Product Support
• 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.
• Willingness to work in 24/7 environment.
  

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.