Senior Customer Technical Consultant

What You'll Do

Role Summary

The Technical Support Engineer is responsible for acting as the Subject Matter Expert, providing in-depth technical expertise and analysis supporting our customer base and internal Avalara departments for Ava Tax and all related Connectors. This role works directly with customers to resolve complex technical issues, responds to requests in a timely manner, partners closely with Avalara engineers to drive resolution, and participates in engineering and product management discussions to improve product quality and customer outcomes.

You will document each customer contact, troubleshoot and perform root cause analysis on technical issues, escalate to engineering as needed, and manage issues through to resolution. You are expected to live by our 'Cult of the Customer' philosophy and will be held accountable for increasing overall customer satisfaction while contributing to an environment of accountability, growth, and operational excellence.

This role exists to ensure we can continue to support increasing Ava Tax transaction volume and growing integration complexity across ERP, CRM, and eCommerce platforms while protecting SLA performance, reducing escalations, and strengthening customer retention. By combining deep technical expertise with AI-enabled workflows and continuous improvement, this position helps scale support quality as our business grows.

How This Role Elevates Avalara

Protects revenue and retention by resolving complex customer-impacting issues quickly and accurately.
Improves SLA adherence, CSAT, and escalation quality through deep technical expertise.
Reduces recurring issues through root cause analysis and proactive documentation.
Increases team leverage by embedding AI into troubleshooting workflows, knowledge creation, and case management.
Raises talent density by mentoring Tier 1/2 engineers and improving technical rigor.

What Your Responsibilities Will Be

Key Responsibilities

Own and resolve complex Ava Tax and Connector technical issues, reducing escalation backlog and improving time-to-resolution.
Perform advanced troubleshooting and root cause analysis across ERP/CRM/eCommerce platforms (Net Suite, D365, SAP, Oracle, Salesforce, Shopify, Workday, etc.).
Maintain SLA adherence and CSAT targets through proactive case management and customer communication.
Leverage API tools (Postman), database analysis, and data manipulation to diagnose and resolve integration issues.
Collaborate with Engineering, QA, and Product to verify defects, improve product quality, and reduce repeat incidents.
Contribute to scalable knowledge assets and process improvements that decrease case handling time and improve first-contact resolution.
Use Salesforce and Jira to track trends, analyze workloads, and recommend data-driven improvements.
Mentor peers and support continuous improvement initiatives that elevate team performance and execution quality.
Customer Support:
Provide comprehensive support to clients via phone, email, and chat, addressing inquiries related to tax services and customer accounts.
Account Management:
Manage the customer issues related to specific accounts and working with the customers to answer questions on subscriptions/contracts/products.
Invoicing and Billing expertise :
Reading the invoice and able to explain to the customer in a layman language. Troubleshooting with the accounting team for refund/cancellation scenarios.
Issue Resolution:
Identify, troubleshoot, and resolve customer issues with a focus on delivering high-quality service and customer satisfaction.
Documentation:
Accurately document all customer interactions, issues, and resolutions using Salesforce.
Collaboration across teams:
Efficiently collaborate with the teams across the company and with focus on a unified approach towards customer experience.
Escalation Handling:
Handle escalated cases with efficiency and escalate complex issues to the appropriate department when necessary.

What You'll Need To Be Successful

Qualifications

B.S. in Computer Science or Engineering.
4+ years of experience supporting enterprise-level SaaS solutions in a technical support capacity.
2+ years of direct customer-facing…