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Senior Technical Support Engineer
Avalara Technologies
posted 7d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
What Youll 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 Youll Need to be Successful
- Education: BE or MCA or MCS
- 3+ 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
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Senior Technical Support Engineer roles with real interview advice
What people at Avalara Technologies are saying
Rating based on 3 Senior Technical Support Engineer
reviews
Anonymous · IT & Information Security
in Pune
Likes
Nothing to like. All bad
- Salary - Excellent
Dislikes
Everything. Nothing to like
- Skill development - Bad
+5 more
Senior Technical Support Engineer salary at Avalara Technologies
reported by
7
employees
with 3-7
years exp.
₹11
L/yr - ₹15.4
L/yr
47%
more
than the average Senior Technical Support Engineer Salary in India
View more details
What Avalara Technologies employees are saying about work life
based on 274 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Avalara Technologies Benefits
Submitted by Company
Employee Assistance Program Childcare Reimbursement Program Flex-Wallet Healthcare Benefits Wellbeing Benefits
Submitted by Employees
View more benefits 
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Avalara Technologies Pune Office Location
Pune, Maharashtra Office
Headquarter
7th floor, Amar Sadanand Tech Park (ASTP, Sadanand Estates, Baner Rd, opposite AMAR BUSINESS PARK, Veerbhadra Nagar, Baner
Pune, Maharashtra
411045
411045
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