What You'll Do You will report to the Manager, Technical Support. You will work from the Pune office. The Technical Account Manager is responsible for technical ticket management, driving customer satisfaction and expediting solutions for Enterprise customers. This requires acting as the authoritative technical escalation and ownership point, across multiple products to meet support entitlement requirements, providing an optimized customer experience. What Your Responsibilities Will Be Manage ticket workload, adhering to KPIs, SLAs, CSAT, and TTR goals. Own enterprise support requests through resolution. Conduct detailed ticket analysis, troubleshooting, and issue replication. Communicate clearly with customers and maintain accurate records in the case tracking system. Provide advanced knowledge on AvaTax, ECM, and SaaS ERP connectors like Microsoft Dynamics, NetSuite, and Oracle. Engage in troubleshooting sessions, replicating issues, and hosting meetings with customers to address technical requests, providing timely communications. What You'll Need to be Successful At least 3 years of experience supporting enterprise-level software and customers, demonstrating your ability to handle complex technical issues in SaaS solutions. Experienced with a mainstream ERP/CRM/Accounting software package: NetSuite, Microsoft Dynamics/D365/AX, SAP S/4 Hana, SageX, Salesforce, Magento, Oracle, Shopify, Workday or similar eComm systems is required. Proven exceptional judgment and skills in managing and maintaining strong customer relationships, acting as an advocate for their needs. Strong abilities in troubleshooting, root cause analysis, and providing proactive solutions based on data analysis and ticket trends. Proficiency in Salesforce for ticket queue management, including ticket assignment, workload analysis, and advanced ticket driver analysis. Familiarity with API testing tools like Postman and an excellent understanding of API functionality, database analysis, and data manipulation. Experience working collaboratively across multiple functional areas, demonstrating your ability to navigate complex organizational structures, technical solutions and drive customer-focused solutions. Require work during US business hours across multiple time zones. 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. Last year, we became a billion-dollar business, and our tribe expanded by a cool thousand people - there’s nearly 5,000 of us now. Our growth is real, and we’re not slowing down - not 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.