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Senior Technical Support Engineer
Avalara Technologies
posted 2 weeks ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
What Youll Do
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 Manager, Product Support
What Your Responsibilities Will Be
- You will be front line contact for external customers by answering technical support telephone calls, chats and emails
- Answer questions and troubleshoot issues related to use of SaaS software applications
- You will be a 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 tasks 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.
What Youll Need to be Successful
- 3+ years in a technical support environment supporting software or SaaS products.
- In depth technical expertise in Application Support or Product Support
- Experience 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 systems.
- Willingness to work in 24/7 environment.#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.
Benefits vary by location but generally include private medical, life, and disability insurance.
Inclusive culture and diversit y
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.
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.
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.
- 3+ years in a technical support environment supporting software or SaaS products.
- In depth technical expertise in Application Support or Product Support
- Experience 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 systems.
- Willingness to work in 24/7 environment.#LI-Onsite
- You will be front line contact for external customers by answering technical support telephone calls, chats and emails
- Answer questions and troubleshoot issues related to use of SaaS software applications
- You will be a 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 tasks 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.
Employment Type: Full Time, Permanent
Read full job description
What people at Avalara Technologies are saying
Rating based on 4 Senior Technical Support Engineer
reviews
Anonymous · IT & Information Security
in Pune
Likes
Nothing to like. All bad
- Salary - Excellent
Dislikes
Everything. Nothing to like
- Skill development - Bad
+5 more
Senior Technical Support Engineer salary at Avalara Technologies
reported by
21
employees
with 3-9
years exp.
₹11
L/yr - ₹16
L/yr
52%
more
than the average Senior Technical Support Engineer Salary in India
View more details
What Avalara Technologies employees are saying about work life
based on 324 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Avalara Technologies Benefits
Submitted by Company
Employee Assistance Program Childcare Reimbursement Program Flex-Wallet Healthcare Benefits Wellbeing Benefits
Submitted by Employees
View more benefits 
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Avalara Technologies Pune Office Location
Pune, Maharashtra Office
Headquarter
7th floor, Amar Sadanand Tech Park (ASTP, Sadanand Estates, Baner Rd, opposite AMAR BUSINESS PARK, Veerbhadra Nagar, Baner
Pune, Maharashtra
411045
411045
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