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 AvaTax, 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 AvaTax, ECM, and SaaS ERP connectors like Microsoft Dynamics, NetSuite, 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 NetSuite, 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.