Senior Technical Support Engineer

The Technical Support Engineer serves as a Subject Matter Expert, providing in-depth technical support for AvaTax and related Connectors. This includes assisting customers, responding to emails, collaborating with engineers, and participating in product meetings

You’ll document customer interactions, troubleshoot issues, escalate when needed, and ensure resolution—upholding our 'Cult of the Customer' philosophy. You’ll help improve customer-focused processes, meet performance goals, and support a positive, accountable work environment.

This position will require working US business hours, evening, or night work across multiple time zones and reports to Manager Product Support. We are looking for Work from Office.

• Serve as front-line contact for customers by calls, chats, and emails.
• Resolve Tier 2 AvaTax and Connector issues.
• Gain proficiency in AvaTax, Connectors, and Avalara services.
• Understand technical interoperability across the Avalara portfolio.
• Manage ticket workload to meet Service level agreements and CSAT goals with clear documentation.
• You collaborate with Tier 1/2 teams and QA for process improvements.
• Advocate for customers and communicate feedback to product teams.
• Set up test environments to verify bugs and track them in Jira.
• You create internal and customer-facing support documentation.
• Monitor customer environments to identify and resolve issues.
• Contribute to the knowledge base with FAQs, manuals, and guides.
• Comply with all company policies and procedures..

Qualifications:

• Education: BE, MCA, MCS, or equivalent
• .Experience: 3+ years providing technical support to customers.
• Skills: Strong problem-solving, excellent communication (verbal and written), collaborative, fast-paced environment adaptability, and exceptional organizational skills.