Technical Support Engineer

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

• You will be a Subject Matter Expert on Avalara product integrations.
• You will mentor and advise support teams and associated PODs.
• You will simplify customer interactions for support requests.
• You will manage and resolve technical issues for AvaTax, ECM, and related Connectors.
• You will conduct detailed ticket analysis, troubleshooting, and issue replication.
• You will experience interpreting and responding to customer requests with customers and maintain accurate records in the case tracking system.
• You will provide expert knowledge on AvaTax, ECM, and SaaS ERP connectors like Microsoft Dynamics, NetSuite, and Oracle.
• You will manage ticket workload to meet department Service level agreements(SLA's), CSAT, and TTR goals with high documentation quality.
• You will handle technical escalations requiring assistance from other departments and partners.

• 3+ years of experience in Technical Support, Application Support or Product Support or Engineering in SaaS ERP solutions.
• Expertise in supporting SaaS solutions, with a focus on APIs and 2+ years of API/Web Services experience.
• Advanced troubleshooting and escalation skills.
• Proficient in API testing tools like Postman.
• Experience collaborating and advocating for customers.
• Advanced customer relationship, call management, and Microsoft Office skills.

Work during US business hours across multiple time zones.