Senior Technical Support Engineer

You will report to the Manager, Technical Support. You will work from the Pune office.

The Technical Support Engineer is responsible for providing in-depth technical expertise, analysis and issue troubleshooting, supporting AvaTax, ECM and all related Connector products. This requires acting as the authoritative technical escalation and ownership point, across multiple products to meet support requirements, providing an optimized customer experience.

• Be a Subject Matter Expert on Avalara product integrations.
• Own support requests from initial report through to resolution
• Drive a proactive and simplified customer interaction for support requests

• Simplify and enhance customer interactions for support requests
• Conduct detailed ticket analysis, troubleshooting, and issue replication
• Communicate clearly with customers and maintain accurate records in the case tracking system
• Provide excellent knowledge to customers on AvaTax, ECM and ERP connectors
• Manage ticket workload, adhering to KPIs, SLAs, CSAT, and TTR goals, with high quality documentation
• Address technical escalations requiring assistance from other departments and partners
• Advocate for the customer within Avalara, driving issues to resolution across departments

• 4+ years in a technical support environment, supporting enterprise software and/or SaaS products.
• BA/BS or BE or MCA or MCS degree in Computer Science or a related technical field preferred
• Advanced technical expertise in supporting SaaS software solutions, with a focus on APIs
• Intermediate/experienced level, 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 eComm systems
• Proficient in API testing tools like Postman
• Excellent ability to communicate effectively, both orally and written.
• Highly organized, with an ability to prioritize tasks and work with minimal direction.
• Advanced issue troubleshooting skills for the most efficient resolution and/or escalation.
• Excellent problem-solving skills and ability to navigate challenging situations in a professional manner
• Proven ability to collaborate and execute in a customer focused environment, and advocate for customers across a cross-functional organization in a timely manner.
• Expertise in mainstream Support ticketing system and support request queue management.
• Advanced customer relationship and call management skills.
• Ability to maintain accurate and timely status communication with customers and management.