Senior Technical Support Engineer

• Serve as front-line contact for customers by calls, chats, and emails.
• Resolve Tier 2 AvaTax and Connector issues.
• Gain proficiency in AvaTax, Connectors, and Avalara services.
• Understand technical interoperability across the Avalara portfolio.
• Manage ticket workload to meet Service level agreements and CSAT goals with clear documentation.
• You collaborate with Tier 1/2 teams and QA for process improvements.
• Advocate for customers and communicate feedback to product teams.
• Set up test environments to verify bugs and track them in Jira.
• You create internal and customer-facing support documentation.
• Monitor customer environments to identify and resolve issues.
• Contribute to the knowledge base with FAQs, manuals, and guides.
• Comply with all company policies and procedures..

Qualifications:

• Education : BE, MCA, MCS, or equivalent
• .Experience : 3+ years providing technical support to customers.
• Skills : Strong problem-solving, excellent communication (verbal and written), collaborative, fast-paced environment adaptability, and exceptional organizational skills.