Technical Account Manager Remote Engineering

What You'll Do

The Staff Technical Account Manager is responsible is a critical member of Avalara’s support organization, responsible for managing technical tickets, ensuring timely resolution, and driving customer satisfaction for our Enterprise. Involving complex product and connector issues that cannot be fully resolved through frontline troubleshooting alone, while improving the speed, quality, and consistency of engineering engagement. This is an engineering-aligned support talent that can reduce time to resolution, improve case quality, raise the standard of Jira submissions, and turn repeat issues into durable knowledge and process improvements.

It also reflects Avalara’s broader need to embed AI into technical support in practical ways that improve investigation speed, communication quality, and team scalability. In addition to resolving complex issues, this role is expected to use AI in day-to-day work to accelerate research, strengthen technical analysis, improve case documentation, and identify opportunities to make technical support more effective and scalable over time.

The business outcome this role enables is straightforward: better customer experience, faster and more reliable resolution of complex cases, better use of engineering capacity, stronger support scalability, and fewer repeat incidents overtime. By combining technical judgment with thoughtful AI adoption, this role alsohelps Avalara improve how support work is performed, not just how individual casesare resolved.

How This Role Elevates Avalara

• This role raises the technical bar of Enterprise Support by bringing stronger investigation discipline, better case documentation, cleaner handoffs, more effective Jira creation, and clearer collaboration with Product and Engineering.
  
  It also improves the capability of the broader support organization by turning difficult cases into reusable knowledge, troubleshooting actions, and support-ready guidance that reduces future rework.
• This role helps Avalara reduce unnecessary Jira volume, improve the quality of engineering escalations, and protect engineering capacity for the issues thattruly require development effort. It also supports better operational performance through stronger SLA discipline, cleaner milestone adherence,faster TTR, and more predictable case outcomes.
• This role improves customer trust by ensuring that the most complex issuesare handled with technical depth, clear communication, accurate diagnosis,and accountable resolution ownership. It also improves the long-term customer experience by reducing repeat incidents and strengthening self-service through better knowledge assets and preventative actions.
• Protect and increase Enterprise customer revenue and retention by resolving complex customer-impacting issues quickly and accurately.
• For customers, the TAM provides a trusted technical partner who understands their environment, anticipates risk, and delivers clarity during high-impact situations. This proactive, relationship-driven approach increases platform reliability, improves customer experience, and drives long-term success

• Provide leadership and mentorship to TAMs – providing knowledge sessions,brown-bag training and advanced troubleshooting of APIs and ERPs.
• Own a portfolio of Avalara’s Enterprise customers with premium support entitlement.
• Own complex support cases from assignment through verified resolution,especially where advanced troubleshooting, reproduction, deep product analysis, or engineering coordination is required.
• Perform advanced troubleshooting and root cause analysis acrossERP/CRM/eCommerce platforms (Net Suite, D365, SAP, Oracle, Salesforce,Shopify, Workday, etc.).
• Diagnose customer issues across Ava Tax,…