What You'll Do Job Summary You will report to the Manager, Technical Support. You will work from the Pune office. The Technical Support Expert serves as a Subject Matter Expert (SME) for AvaTax, ECM, and related Connector products, providing advanced technical expertise and analysis to support Avalara’s customers This role involves mentoring and advising support teams, managing escalations, documenting customer interactions, troubleshooting issues, and ensuring resolution. This position is integral to upholding Avalara's 'Cult of the Customer' philosophy, with a focus on enhancing customer satisfaction. What Your Responsibilities Will Be Subject Matter Expertise & Technical Issue Management Be the Subject Matter Expert (SME) on Avalara product integrations, including AvaTax, ECM, and related Connector products. Handle and resolve Level 3 and Level 4 technical issues for AvaTax, ECM, and Connector products, including detailed ticket analysis and issue replication. Mentoring, Advisory & Cross-Functional Collaboration Mentor and advise support teams and associated PODs to improve performance and customer interactions. Advocate for customers within Avalara, manage escalations involving other departments and partners, and drive issues to resolution. Customer Interaction & Communication Simplify and enhance customer experiences for support requests. Communicate clearly with customers and maintain accurate records in the case tracking system. Knowledge Sharing & Performance Metrics Provide expert insights into SaaS ERP connectors like Microsoft Dynamics, NetSuite, and Oracle. Adhere to KPIs, SLAs, CSAT, and TTR goals while ensuring high-quality documentation. What You'll Need to be Successful Qualifications 4+ years of experience in Advanced Technical Support, Product/Project Management, QA, Business Analysis, or Engineering in SaaS ERP solutions. Expertise in supporting SaaS solutions with a focus on APIs and 2+ years of experience in API/Web Services. Proficiency in API and workflow analysis across ERP, e-Commerce, and Marketplace platforms. Experience with ERP/CRM/Accounting software such as NetSuite, Microsoft Dynamics, SAP S/4 Hana, SageX, Salesforce, Magento, Oracle, Shopify, or Workday. Advanced troubleshooting and escalation skills. Experience advocating for customers in cross-functional environments. Skills API testing tools like Postman. Advanced customer relationship and call management skills. Proficiency in Microsoft Office Suite. Strong analytical and problem-solving abilities. Education Bachelor's degree in business, technology, or a related field; an MBA or equivalent advanced degree is a plus. 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.