What You'll Do You will report to the Manager, Technical Support. You will work from the Pune office. The Technical Support Engineer provides expert troubleshooting and technical support for AvaTax Communications and/or Avalara Excise products, acting as the primary escalation point to ensure an optimal customer experience. What Your Responsibilities Will Be You will have to own support requests from initial report through to resolution. You will have to drive a proactive and simplified customer interaction for support requests You will have to simplify and enhance customer interactions for support requests You will have to conduct detailed ticket analysis, troubleshooting, and issue replication You will have to communicate with customers and maintain accurate records in the case tracking system You will have to provide excellent knowledge to customers on AvaTax for Communications and/or Avalara Excise product suites You will have to manage ticket workload, adhering to KPIs, SLAs, CSAT, and TTR goals, with high quality documentation You will have to address technical escalations requiring assistance from other departments and partners You will be the advocate for the customers within Avalara, driving issues to resolution across departments What You'll Need to be Successful 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 preferred Proficient in API testing tools like Postman Excellent ability to communicate effectively, both orally and written. Highly organized, with an ability to prioritize tasks and work with minimal direction. Advanced issue troubleshooting skills for the most efficient resolution and/or escalation. Excellent problem-solving skills and ability to navigate challenging situations in a professional manner Proven ability to collaborate and execute in a customer focused environment, and advocate for customers across a cross-functional organization in a timely manner. Expertise in mainstream Support ticketing system and support request queue management. Advanced customer relationship and call management skills. Ability to maintain accurate and timely status communication with customers and management. 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.