Technical Support Engineer

				Overview:

* Technical Expertise & Customer Support: Serve as a Subject Matter Expert for AvaTax and related Connectors, providing in-depth technical support to customers and internal teams via email and direct interaction, ensuring timely and accurate issue resolution.
* Issue Management & Collaboration: Troubleshoot technical problems, document all customer interactions, escalate complex issues to engineering, and collaborate with cross-functional teams including engineering and product management to drive solutions.
* Customer-Centric Approach: Uphold Avalara's 'Cult of the Customer' philosophy by improving customer satisfaction through process enhancement, workflow optimization, and achieving performance metrics.
* Flexible Work Schedule: Support customers across US and/or EMEA time zones, with availability for afternoon, evening, or night shifts as required.

Responsibilities:

* Customer Support & Issue Resolution: Serve as a primary contact for external customers via phone, chat, and email, owning Tier 2 technical issues for AvaTax and related Connectors through to resolution while maintaining high-quality documentation and meeting SLA/CSAT targets.
* Technical Proficiency & Problem Solving: Develop intermediate to advanced knowledge of AvaTax, Connectors, and the Avalara product portfolio; set up test environments, reproduce and log bugs in Jira, and proactively identify potential issues through system monitoring and usage analysis.
* Collaboration & Continuous Improvement: Work closely with Tier 1/2 teams, QA, and cross-functional departments to drive process improvements, contribute feedback to product teams, and support internal and external training initiatives through documentation.
* Documentation & Accountability: Create and maintain user-friendly support content (e.g., FAQs, manuals, guides), adhere to company policies, and take on additional responsibilities as needed to support team goals and deadlines.

Qualifications:

* Education & Experience: Bachelor's in engineering, MCA, or MCS with 3+ years in technical support for software/SaaS products, including 1.5+ years in support-focused roles, and hands-on expertise with APIs and mainstream ERP/CRM/Accounting platforms (e.g., NetSuite, SAP, Salesforce, Oracle, etc.).
* Technical & Analytical Skills: Strong problem-solving capabilities, advanced Microsoft Excel proficiency, experience with support ticketing systems, and proven ability to manage support queues and complex case escalations independently.
* Customer Focus & Communication: Excellent written and verbal communication skills, with a customer-first mindset, effective relationship management, and the ability to navigate challenging situations professionally.
* Work Ethic & Soft Skills: Demonstrates Avalara Success Traits (Ownership, Urgency, Humility, Simplicity, Adaptability, Curiosity), with high organizational skills, self-motivation, sound business judgment, and a collaborative, cross-functional working style.
			

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Avalara, Inc