What You'll Do:
The Senior Technical Account Manager is responsible is a critical member of Avalara's support organization, responsible for managing technical tickets, ensuring resolution, and strengthening customer satisfaction for our Enterprise. Involving complex product and connector issues that cannot be resolved through troubleshooting alone, while improving the speed, quality, and consistency of engineering engagement. This is an engineering-aligned support talent that can reduce time to resolution, improve case quality, raise the standard of Jira submissions, and turn repeat issues into durable knowledge and process improvements. It also reflects Avalara's broader need to embed AI into technical support in practical ways that improve investigation speed, communication quality, and team scalability. You will resolve complex issues. Additionally, it will use AI in daily work to accelerate research, strengthen technical analysis, improve case documentation, and identify opportunities to make technical support more helpful and scalable over time.
The business outcome - you will ensure straightforward: better customer experience, faster and more reliable resolution of complex cases, better use of engineering capacity, stronger support scalability, and fewer repeat incidents over time. You will combine technical judgment with thoughtful AI adoption to help Avalara improve how support work performs, not just how a case resolver resolves individual cases.
You will report to the Senior Manager, Technical Support from our Pune office. This job will be onsite.
How You will Enhance Avalara
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You will raise the technical bar of Enterprise Support by bringing stronger investigation discipline, better case documentation, cleaner handoffs, more useful Jira creation, and clearer collaboration with Product and Engineering. It also improves the capability of the broader support organization by turning difficult cases into reusable knowledge, troubleshooting actions, and support-ready guidance that reduces future rework.
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You will help Avalara reduce unnecessary Jira volume, improve the quality of engineering escalations, and protect engineering capacity for the issues that require development effort. It also supports better operational performance through stronger Service level agreement discipline, cleaner milestone adherence, faster TTR, and more predictable case outcomes.
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You will improve customer trust by handling the most complex issues with technical depth, accurate diagnosis, and accountable resolution ownership. It also improves the long-term customer experience by reducing repeat incidents and strengthening self-service through better knowledge assets and preventative actions.
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Protect and increase Enterprise customer revenue and retention by resolving complex customer-affecting issues quickly.
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For customers, the TAM provides a trusted technical partner who understands their environment, anticipates risk, and delivers clarity during situations. This increases platform reliability, improves customer experience, and guides long-term success
What Your Responsibilities Will Be:
- Provide leadership and mentorship to TAMs – providing knowledge sessions, brown-bag training and advanced troubleshooting of APIs and ERPs.
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Manage a portfolio of Avalara's Enterprise customers with premium support entitlement.
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Resolve and own complex support cases through verified resolution, especially where you require advanced troubleshooting, reproduction, deep product analysis, or engineering coordination.
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Perform advanced troubleshooting and root cause analysis across ERP/CRM/eCommerce platforms (NetSuite, D365, SAP, Oracle, Salesforce, Shopify, and Workday).
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Diagnose customer issues across AvaTax, connectors, and related workflows by reproducing issues, gathering diagnostics, isolating scope, documenting findings, and confirming growth.
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You will determine when engineering involvement is warranted and will complete Jira tickets that you deem necessary, technically credible, and support through strong due diligence before submitting them.
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Manage Jira tickets that describe the issue, expected and actual behavior, troubleshooting completed, reproduction detail, supporting evidence, and urgency.
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Partner with Product and Engineering to lead defect resolution, maintain momentum on linked development work, and keep customer cases moving while internal work is in progress.
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Maintain customer communication discipline by meeting milestone expectations, providing proactive updates, responding quickly to new customer messages, and keeping status and documentation audit ready.
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Improve support effectiveness beyond the individual case by completing troubleshooting of the issues and analysis on major or repeat issues and contributing knowledge articles, strategies, or reusable troubleshooting guidance that reduce repeat volume.
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Contribute to High priority support or production-support responsiveness where applicable by providing fast technical guidance, validating escalation paths, and helping the broader support organization make better decisions earlier in the case lifecycle.
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Model technical quality, ownership, and judgment in how you investigate, escalate, document, and resolve cases.
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Contribute to responsible AI adoption by validating outputs, and ensuring that final recommendations, communications, and actions remain accurate and customer ready.
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Help embed AI into support ways of working by sharing use cases, improving repeatable practices, and supporting continuous improvement across the team.
12-Month Success Signals
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Meet Service level agreement targets and maintain high CSAT scores.
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Reduce complex escalation backlog and improve average resolution time.
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Contribute documented root-cause fixes that decrease repeat incidents.
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Deliver measurable efficiency gains through AI-assisted workflows (e.g., reduced case handling time, improved documentation speed).
What You'll Need to be Successful:
- B.S. in Computer Science or Engineering (required)
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7+ years of experience as a Business Systems Analyst or Techno-Functional Analyst
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You have experience working on system integrations, APIs, AI platforms, or automation platforms
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Experience with REST APIs, webhooks, JSON, and data mapping concepts
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Experience documenting integration requirements and system workflows
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Interpret technical design documents and collaborate with engineers
Avalara is an AI-first Company:
AI is embedded in our workflows, decision-making, and products. Success here requires embracing AI as an essential capability.
You’ll bring experience using AI and AI-related technologies, ready to thrive here.
You’ll apply AI every day to business challenges - improving efficiency, contributing solutions, and driving results for your team, our company, and our customers.
You’ll grow with AI by staying curious about new trends and best practices, and by sharing what you learn so others can benefit too.
How We'll Take Care of You:
Total Rewards
In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.
Health & Wellness
Benefits vary by location but generally include private medical, life, and disability insurance.
Inclusive culture and diversity
Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship.
What You Need To Know About Avalara:
We’re defining the relationship between tax and tech.
We’ve already built an industry-leading cloud compliance platform, processing over 54 billion customer API calls and over 6.6 million tax returns a year. Our growth is real - we're a billion dollar business - and we’re not slowing down until we’ve achieved our mission - to be part of every transaction in the world.
We’re bright, innovative, and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we’ve designed, that empowers our people to win. We’ve been different from day one. Join us, and your career will be too.
We’re An Equal Opportunity Employer
Supporting diversity and inclusion is a cornerstone of our company — we don’t want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.
