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Engaged Employer

Avalara Technologies

Compare

3.5

based on 271 Reviews

116 Avalara Technologies Jobs

Senior Technical Support Engineer

Avalara India

3.5

based on 271 Reviews

3-7 years

₹ 11 - 14L/yr (AmbitionBox estimate)

Pune

1 vacancy

Senior Technical Support Engineer

Avalara Technologies

posted 3hr ago

Job Role Insights

Flexible timing

Key skills for the job

Venture Capital ERP Systems SaaS Sales

Job Description

What You'll Do

You will be reporting to the Manager, Tech Support and working from the Pune office

The Senior Technical Support Engineer serves as a Subject Matter Expert (SME) for AvaTax, ECM, and related Connector products, providing top-tier technical expertise and analysis to support Avalaras 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 Avalara's '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(SLA's), 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 You'll 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

Experienced with ERP/CRM/Accounting software like NetSuite, Microsoft Dynamics, SAP S/4 Hana, SageX, Salesforce, Magento, Oracle, Shopify, Workday, or similar systems

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 or EMEA business hours across multiple time zones

How We'll Take Care of You

Total Rewards

In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses

Health Wellness

Benefits vary by location but generally include private medical, life, and disability insurance

Inclusive culture and diversity

Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture

We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship

Learn more about our benefits by region here: Avalara North America

What You Need To Know About Avalara

Were Avalara

Were defining the relationship between tax and tech

Weve already built an industry-leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year

Last year, we became a billion-dollar business, and our tribe expanded by a cool thousand people theres nearly 5,000 of us now

Our growth is real, and were not slowing down not until weve achieved our mission to be part of every transaction in the world

Were bright, innovative and disruptive, like the orange we love to wear

It captures our quirky spirit and optimistic mindset

It shows off the culture weve designed, that empowers our people to win

Ownership and achievement go hand in hand here

We instill passion in our people through the trust we place in them

Weve been different from day one

Join us, and your career will be too

Were An Equal Opportunity Employer

Supporting diversity and inclusion is a cornerstone of our company we dont want people to fit into our culture, but to enrich it

All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law

If you require any reasonable adjustments during the recruitment process, please let us know

Employment Type: Full Time, Permanent

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