Senior Technical Support Engineer

Job Description
What Youll Do:The Senior Technical Support Engineer acts as the Subject Matter Expertproviding in-depth technical expertise and analysis supporting our customersand internal Avalara departments for AvaTax and all related Connectors. You willwork directly with customers, responding to email requests promptly, workingwith Avalara engineers to resolve issues, and participating in engineering andproduct management meetings.You will require documenting each customer contact, troubleshoot technicalissues, escalate engineering, and manage issues through to resolution. You willlive by our 'Cult of the Customer' philosophy and will hold you accountable forincreasing the satisfaction of our customers. This includes assisting in thecreation and implementation of customer-centric processes and workflow,performing to prescribed metrics goals, and contributing to an environment ofaccountability, growth, and positive employee morale.You will have to work in US business hours, evening, or night work acrossmultiple time zones and will be reporting to ManagerWhat Your Responsibilities Will Be:• Manage and resolve AvaTax and Connector technical issues.• Work with ERP/CRM/eCommerce platforms (NetSuite, D365, SAP, Oracle,Salesforce, Shopify, Workday).• Manage customer relationships and act as an advocate for their needs.• Perform troubleshooting, root cause analysis, and provide proactive, data-driven solutions.• Use Salesforce for ticket management, workload analysis, and reporting.• Use API tools (Postman), database analysis, and data manipulation for issueresolution.• Collaborate with Tier 1/2, QA, and cross-functional teams for processimprovement and training.

• Verify bugs in test environments, track issues in Jira, and produce
documentation.• Monitor customer environments, ensure Service level agreement/CSATcompliance, and support self-service knowledge base.• Maintain compliance with policies, contribute to process improvements,and take on additional responsibilities.What You'll Need to be Successful:Qualifications:• Education: BE, MCA, MCS or equivalent.• Experience: At least 4 years of experience supporting enterprise-levelsoftware and customers, demonstrating your ability to handle complextechnical issues in SaaS solutions.• Customer-facing role experience: At least 2 years of recent experience indirect customer handling (international only) through the modes of phone,virtual meets.• Problem-solving skills and ability to handle challenging situations.• Can convey technical information to individuals with varying levels ofexpertise.• Contribution to building AI-enabled self-service solutions such as chatbots,intelligent• Capable of managing multiple tasks cross-functionally.• Experience supporting international customers over voice, chat and webmodalities• Familiarity with XML, APIs, and databases.• Knowledge of US Sales Tax (VAT & Use Tax) and ERP domains

Shift Timing- Night Shift

Location- Pune, Viman Nagar