Avalara Hiring Technical Support Engineer

Technical Support Engineer

Company: Avalara
Job Role: Full time
Job Location: Pune, Maharashtra, India

Job Description:
The Technical Support Engineer is 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.

Responsibilities:

• Serve as contact for external customers by answering technical support telephone calls, chats, and emails.
• Oversee Tier 2 AvaTax and related Connector technical issues through resolution.
• Attain intermediate/experienced proficiency in the primary responsibilities 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 Service level agreements 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.

Requirements:

• Education: BE or MCA or MCS
• 2+ 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, Salesforce, Magento, Oracle, Shopify, or similar systems.
• Expertise in mainstream Support ticketing system and support request queue management.
• Communicate with customers and managers regarding case management and status.

How We’ll Take Care Of You:

• Competitive compensation package, paid time off, and paid parental leave.
• Health & wellness benefits including private medical, life, and disability insurance (benefits vary by location).
• A strong commitment to diversity, equity, and inclusion, with 8 employee-run resource groups and senior leadership sponsorship.

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. 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’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.

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