Technical Support Engineer

What You'll Do The Technical Support Engineer acts as 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 Director, Product Support What Your Responsibilities Will Be Serve as contact for external customers by answering technical support telephone calls, chats, and emails. Own Tier 2 AvaTax and related Connector technical issues through resolution. Attain intermediate/experienced proficiency in the primary functions 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 SLAs 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. Meet individual case management, SLA and C-SAT goals What You'll Need to be Successful Education: BE or MCA or MCS 2+ years in a technical support environment supporting software or SaaS products. In depth technical expertise in supporting software or SaaS products, with a focus on APIs. 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. Demonstrate examples of important Avalara Success Traits related to success in this position: Ownership, Urgency, Humility, Simplicity, Adaptability, Curiosity Expertise in mainstream Support ticketing system and support request queue management. Communicate with customers and managers regarding case management and status