Technical Support Expert

Job Summary

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

The Technical Support Expert serves as a Subject Matter Expert (SME) for AvaTax, ECM, and related Connector products, providing top-tier technical expertise and analysis to support Avalara's customers. You will mentor and advise across the support ecosystem, handling escalations, documenting customer interactions, troubleshooting issues, escalating to engineering and ensuring resolution. The Expert is also maintain Avalara's 'Cult of the Customer' philosophy, with a focus on enhancing overall customer satisfaction.

Job Details

• 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 Level 3 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.
• You will advocate for the customer within Avalara, leading issues to resolution across departments.

Qualifications

• 4+ years of experience in Advanced Technical Support, Product/Project Management, QA, Business Analysis, or Engineering in SaaS ERP solutions.
• Expertise in supporting SaaS solutions, with a focus on APIs and 2+ years of API/Web Services experience.
• Proficient in API and workflow analysis across ERP, e-Commerce, and Marketplace platforms.
• Experience with ERP/CRM/Accounting software like NetSuite, Microsoft Dynamics, SAP S/4 Hana, SageX, Salesforce, Magento, Oracle, Shopify, Workday, or similar systems is required.
• 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