Technical Support Engineer - SIG

What You'll Do

The Technical Support Engineer provides in-depth technical expertise, analysis and issue troubleshooting, supporting AvaTax for Communications or Avalara Excise product suites. This requires being the technical escalation and point, across multiple products to meet support requirements, providing an optimized customer experience.

This is an onsite role based in our Pune office. You will report to the Manager, Technical Support.

What Your Responsibilities Will Be

• You will oversee support requests from initial report through to resolution.
• Improve a simplified customer interaction for support requests
• Simplify customer interactions for support requests
• Conduct detailed ticket analysis, troubleshooting, and issue replication
• Communicate with customers and maintain accurate records in the case tracking system
• Provide excellent knowledge to customers on AvaTax for Communications and/or Avalara Excise product suites
• 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 You’ll Need To Be Successful

• You have 3+ years in a technical support environment, supporting enterprise software and/or SaaS products.
• BA/BS BA/BS degree in Computer Science or a related technical field
• Proficient in API testing tools like Postman
• Advanced issue troubleshooting skills for the most efficient resolution and escalation.
• Excellent problem-solving skills and ability to navigate challenging situations
• Experience collaborating and executing in a customer-focused environment, and advocate for customers across a organization promptly.
• Expertise in mainstream Support ticketing system and support request queue management.
• Advanced customer relationship and call management skills.
• Maintain accurate status customer communication and management.
  
  

How We’ll 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.