Senior Technical Support Engineer

What You'll Do

Job Summary

• The Technical Support Engineer acts as the SME for AvaTax & Connectors, providing deep technical support to customers and our teams.
• Respond to customer emails, troubleshoot with engineers, and contribute in engineering/product meetings to lead resolutions.
• You will report to Manager, Product Support.
• Schedule: US business hours with evening/night shifts across time zones.

What Your Responsibilities Will Be

Key Responsibilities

• Own Tier-2 AvaTax & Connector cases end-to-enddiagnose, resolve, prevent recurrence.
• Troubleshoot across NetSuite, D365, SAP, Oracle, Salesforce, Shopify, and Workday.
• Manage customer relationships and act as their advocate.
• Perform RCA and deliver proactive, data-driven fixes; monitor environments to meet SLA/CSAT.
• Use Salesforce for case management and workload insights.
• Leverage APIs (Postman), SQL/data analysis for reproduction and resolution.
• Partner with Tier 1/2, QA, and engineering; improve processes and deliver training.
• Validate bugs in test, track in Jira, and author clear docs/knowledge-base.
• Maintain compliance and drive continuous improvement; take on stretch responsibilities.

What You'll Need to be Successful

Required Skills and Qualifications

• 4+ years supporting enterprise SaaS, resolving complex technical issues.
• 2+ years recent experience handling international customers via phone and virtual meetings.
• Strong problem-solver; and adept at challenging situations.
• Clear communicator who can explain technical topics to all skill levels.
• Collaborative, cross-; experienced across voice, chat, and web support.

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.
• 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.
• S/he must be willing to work with rotational shifts#LI-Onsite