Technical Support Engineer

What Youll Do

Be a contact for external customers by providing technical support through telephone calls, chats, and emails. Troubleshoot SaaS software application issues while ensuring high-quality customer service and satisfaction. Youll work on site and will report to Manager - Technical support

What Your Responsibilities Will Be

Customer Support Troubleshooting

• Resolve SaaS software issues and answer customer queries.
• Act as a customer advocate by relaying feedback to internal teams.
• Own technical issues from report to resolution.
• Assist teams with troubleshooting and technical inquiries.

Communication Documentation

• Communicate clearly with customers via written and verbal channels.
• Maintain accurate records in Salesforce.
• Create support documentation, including FAQs and user guides.

Monitoring Reporting

• Track customer environments using reports and logs.
• Log support call communications in Salesforce.

Performance Compliance

• Meet case management, SLA, and C-SAT targets.
• Take on additional responsibilities to meet deadlines.
• Perform tasks assigned by the supervisor.
• Follow company procedures and compliance guidelines.

What Youll Need to be Successful

Qualifications

• Minimum of 1+ years of experience providing direct technical support to external customers by phone and electronic communication.
• Excellent problem-solving skills and ability to handle challenging situations.
• Strong verbal and written communication skills for interacting with individuals of varying technical expertise.

Skills

• Technical troubleshooting and problem-solving abilities.
• Customer service and communication expertise.
• CRM experience (Salesforce preferred).
• Document and create user-friendly knowledge base content.
• Familiarity with XML, APIs, and databases.
• Knowledge of Sales Tax (VAT Use Tax) and ERP domains.
• Experience with product-based or SaaS companies.
• Critical thinking abilities and proficiency with Salesforce and Atlassian Jira.

#LI-Onsite

How Well 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

We re Avalara. We re defining the relationship between tax and tech.

We ve already built an industry-leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year, and this year we became a billion-dollar business. Our growth is real, and we re not slowing down until we ve achieved our mission - to be part of every transaction in the world.

We re bright, innovative, and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we ve 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.

We ve been different from day one. Join us, and your career will be too.

We re An Equal Opportunity Employer

Supporting diversity and inclusion is a cornerstone of our company we don t 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.

Qualifications

• Minimum of 1+ years of experience providing direct technical support to external customers by phone and electronic communication.
• Excellent problem-solving skills and ability to handle challenging situations.
• Strong verbal and written communication skills for interacting with individuals of varying technical expertise.

Skills

• Technical troubleshooting and problem-solving abilities.
• Customer service and communication expertise.
• CRM experience (Salesforce preferred).
• Document and create user-friendly knowledge base content.
• Familiarity with XML, APIs, and databases.
• Knowledge of Sales Tax (VAT Use Tax) and ERP domains.
• Experience with product-based or SaaS companies.
• Critical thinking abilities and proficiency with Salesforce and Atlassian Jira.

#LI-Onsite

Customer Support Troubleshooting

• Resolve SaaS software issues and answer customer queries.
• Act as a customer advocate by relaying feedback to internal teams.
• Own technical issues from report to resolution.
• Assist teams with troubleshooting and technical inquiries.

Communication Documentation

• Communicate clearly with customers via written and verbal channels.
• Maintain accurate records in Salesforce.
• Create support documentation, including FAQs and user guides.

Monitoring Reporting

• Track customer environments using reports and logs.
• Log support call communications in Salesforce.

Performance Compliance

• Meet case management, SLA, and C-SAT targets.
• Take on additional responsibilities to meet deadlines.
• Perform tasks assigned by the supervisor.
• Follow company procedures and compliance guidelines.