Job Description

What You'll Do:

The

Technical Account Manager (TAM)

is a critical member of Avalara's customer support organization, responsible for managing technical tickets, ensuring timely resolution, and driving customer satisfaction for our

Enterprise customers

.



In this role, you will serve as the

primary technical point of contact and escalation owner

across multiple Avalara products, ensuring that support entitlement requirements are met and exceeded. You will be accountable for delivering an

optimized, high-touch support experience

by proactively addressing customer needs, coordinating cross-functional resolutions, and fostering trusted relationships.


What Your Responsibilities Will Be:
Manage enterprise-level technical support requests through to resolution, ensuring a timely and effective response. Monitor and maintain ticket workload, tracking against KPIs, SLAs, CSAT, and TTR targets. Conduct in-depth

ticket analysis

, advanced troubleshooting, and issue replication. Establish and maintain clear communication and engagement with customers, keeping case records up to date in the tracking system. Provide advanced technical expertise on

AvaTax

,

ECM

, and

SaaS ERP connectors

(e.g.,

Microsoft Dynamics

,

NetSuite

,

Oracle

). Lead troubleshooting sessions and host technical meetings with customers to address complex support needs and communicate progress and solutions effectively.

What You'll Need to be Successful:
Minimum

3 years of experience

supporting

enterprise-level SaaS solutions

and customers. Hands-on experience with mainstream

ERP/CRM/accounting platforms

such as NetSuite, Microsoft Dynamics/D365, SAP S/4Hana, Oracle, Salesforce, Magento, Shopify, SageX, or Workday. Strong judgment and skills in managing and maintaining long-term customer relationships. Proficiency in

troubleshooting, root cause analysis

, and delivering

data-driven solutions

. Experience with

Salesforce

for case management, ticket assignment, and driver analysis. Familiarity with

API testing tools

(e.g., Postman) and solid understanding of API integration and database-level diagnostics. Proven ability to navigate

complex technical environments

and organizational structures.

Must be comfortable working US business hours across multiple time zones.




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 Avalara. We're defining the relationship between tax and tech.

We've already built an industry-leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year, and this year we became a billion-dollar business. Our growth is real, 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. Ownership and achievement go hand in hand here. We instill passion in our people through the trust we place in them.

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.