Technical Support Engineer

Serve as contact for external customers by answering technical support telephone calls, chats, and emails.
Own Tier 2 Ava Tax and related Connector technical issues through resolution.
Attain intermediate/experienced proficiency in the primary functions and technical workings for Ava Tax 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:
Net Suite, 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