Technical Support Engineer - Tier 3

What Youll Do

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

The Technical Support Engineer - Tier 3 is responsible for providing in-depth technical expertise, analysis and issue troubleshooting, supporting AvaTax, ECM and all related Connector products. This requires acting as the authoritative technical escalation and ownership point, across multiple products to meet support requirements, providing an optimized customer experience.

What Your Responsibilities Will Be

• Be a Subject Matter Expert on Avalara product integrations.
• Own support requests from initial report through to resolution
• Drive a proactive and simplified customer interaction for support requests
• Simplify and enhance customer interactions for support requests
• Conduct detailed ticket analysis, troubleshooting, and issue replication
• Communicate clearly with customers and maintain accurate records in the case tracking system
• Provide excellent knowledge to customers on AvaTax, ECM and ERP connectors
• Manage ticket workload, adhering to KPIs, SLAs, CSAT, and TTR goals, with high quality documentation
• Address 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 in a technical support environment, supporting enterprise software and/or SaaS products.
• BA/BS or BE or MCA or MCS degree in Computer Science or a related technical field preferred
• Advanced technical expertise in supporting SaaS software solutions, with a focus on APIs
• Intermediate/experienced level, 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 eComm systems
• Proficient in API testing tools like Postman
• Excellent ability to communicate effectively, both orally and written.
• Highly organized, with an ability to prioritize tasks and work with minimal direction.
• Advanced issue troubleshooting skills for the most efficient resolution and/or escalation.
• Excellent problem-solving skills and ability to navigate challenging situations in a professional manner
• Proven ability to collaborate and execute in a customer focused environment, and advocate for customers across a cross-functional organization in a timely manner.
• Expertise in mainstream Support ticketing system and support request queue management.
• Advanced customer relationship and call management skills.
• Ability to maintain accurate and timely status communication with customers and management.

Work during US business hours across multiple time zones.

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.

• 4+ years in a technical support environment, supporting enterprise software and/or SaaS products.
• BA/BS or BE or MCA or MCS degree in Computer Science or a related technical field preferred
• Advanced technical expertise in supporting SaaS software solutions, with a focus on APIs
• Intermediate/experienced level, 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 eComm systems
• Proficient in API testing tools like Postman
• Excellent ability to communicate effectively, both orally and written.
• Highly organized, with an ability to prioritize tasks and work with minimal direction.
• Advanced issue troubleshooting skills for the most efficient resolution and/or escalation.
• Excellent problem-solving skills and ability to navigate challenging situations in a professional manner
• Proven ability to collaborate and execute in a customer focused environment, and advocate for customers across a cross-functional organization in a timely manner.
• Expertise in mainstream Support ticketing system and support request queue management.
• Advanced customer relationship and call management skills.
• Ability to maintain accurate and timely status communication with customers and management.

Work during US business hours across multiple time zones.

• Be a Subject Matter Expert on Avalara product integrations.
• Own support requests from initial report through to resolution
• Drive a proactive and simplified customer interaction for support requests
• Simplify and enhance customer interactions for support requests
• Conduct detailed ticket analysis, troubleshooting, and issue replication
• Communicate clearly with customers and maintain accurate records in the case tracking system
• Provide excellent knowledge to customers on AvaTax, ECM and ERP connectors
• Manage ticket workload, adhering to KPIs, SLAs, CSAT, and TTR goals, with high quality documentation
• Address technical escalations requiring assistance from other departments and partners
• Advocate for the customer within Avalara, driving issues to resolution across departments