Technical Support Expert

Be a Subject Matter Expert on Avalara product integrations.
Mentor and advise support teams and associated PODs.
Simplify and enhance customer interactions for support requests.
Manage and resolve Level 3 technical issues for Ava Tax, ECM, and related Connectors.
Conduct detailed ticket analysis, troubleshooting, and issue replication.
Communicate clearly with customers and maintain accurate records in the case tracking system.
Provide expert knowledge on Ava Tax, ECM, and SaaS ERP connectors like Microsoft Dynamics, Net Suite, and Oracle.
Manage ticket workload to meet department Service level agreements(SLAs), CSAT, and TTR goals with high documentation quality.
Handle technical escalations requiring assistance from other departments and partners.
Advocate for the customer within Avalara, driving issues to resolution across departments.
What Youll Need to be Successful
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 API/Web Services experience.
Proficient in API and workflow analysis across ERP, e-Commerce, and Marketplace platforms.

Experience with ERP/CRM/Accounting software like Net Suite, Microsoft Dynamics, SAP S/4 Hana, SageX, Salesforce, Magento, Oracle, Shopify, Workday, or similar systems is required.
Advanced troubleshooting and escalation skills.
Proficient in API testing tools like Postman.
Experience collaborating and advocating for customers in a cross-functional environment.
Advanced customer relationship, call management, and Microsoft Office skills.