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Engaged Employer

Avalara Technologies

Compare

3.5

based on 271 Reviews

156 Avalara Technologies Jobs

Technical Support Expert

Avalara

3.5

based on 271 Reviews

4-7 years

Pune

1 vacancy

Technical Support Expert

Avalara Technologies

posted 8hr ago

Job Role Insights

Flexible timing

Key skills for the job

SAP CO Salesforce Oracle Project Management ERP Systems CRM

+ 3 more

Job Description

What Youll Do

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

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 responsible for upholding Avalaras Cult of the Customer philosophy, with a focus on enhancing overall customer satisfaction.

What Your Responsibilities Will Be

Be a Subject Matter Expert on Avalara product integrations.
Mentor and advise support teams and associated PODs.
Simplify and enhance customer interactions for support requests.
Manage and resolve Level 3 technical issues for AvaTax, ECM, and related Connectors.
Conduct detailed ticket analysis, troubleshooting, and issue replication.
Communicate clearly with customers and maintain accurate records in the case tracking system.
Provide expert knowledge on AvaTax, ECM, and SaaS ERP connectors like Microsoft Dynamics, NetSuite, and Oracle.
Manage ticket workload to meet department Service level agreements(SLAs), CSAT, and TTR goals with high documentation quality.
Handle technical escalations requiring assistance from other departments and partners.
Advocate for the customer within Avalara, driving issues to resolution across departments.

What Youll Need to be Successful

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 in a cross-functional environment.
Advanced customer relationship, call management, and Microsoft Office skills.

Work during US business hours across multiple time zones.

Employment Type: Full Time, Permanent

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