Technical Support Engineer

• Serve as contact for external customers by answering technical support telephone calls, chats, and emails.
• Own Tier 2 AvaTax and related Connector technical issues through resolution.
• Attain intermediate/experienced proficiency in the primary functions 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 SLAs 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.
• Meet individual case management, SLA and C-SAT goals

What Youll Need to be Successful

• 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, SageX, Salesforce, Magento, Oracle, Shopify, or similar systems.
• Demonstrate examples of important Avalara Success Traits related to success in this position: Ownership, Urgency, Humility, Simplicity, Adaptability, Curiosity
• Expertise in mainstream Support ticketing system and support request queue management.
• Communicate with customers and managers regarding case management and status