Job Description

Overview: 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 CertCapture, AvaTax and all related Connectors. This involves working directly with customers, responding to email requests in a timely manner, working closely with Avalara engineers to resolve issues, as well as participating in engineering and product management meetings.
As part of the Technical Assistance Center (TAC), you will be the first point of escalation for issues outside of other Product Support Specialists. You will be required to document each customer contact, troubleshoot technical issues, escalate to engineering as needed, and manage issues through to resolution. You will be expected to live by our \xe2\x80\x98Cult of the Customer\xe2\x80\x99 philosophy and will be held accountable for increasing the overall satisfaction of our customer base. This includes assisting in the creation and implementation of customer centric processes and workflow, performing to prescribed metrics goals, and contributing to an environment of accountability, growth, and positive employee morale.
This position may require working US business hours. Weekend and/or evening work may also be required. Responsibilities:

• Drive a proactive and simplified customer interaction for escalated issues.
• Own Tier 3 CertCapture, AvaTax and related Connector technical issues through resolution.
• Perform Ticket analysis and response for all escalated tickets:
  • Basic correlation and trending identification
  • Common thematic items
  • Troubleshoot and issue replication
• Communicate clearly and precisely with customers in written and verbal form, maintaining accurate and timely records in our case tracking system.
• Attain intermediate/experienced proficiency in the primary functions and technical workings for CertCapture, AvaTax and related Connectors, and all Avalara services.
• Comprehend technical interoperability for products in Avalara Portfolio
• Manage personal ticket workload to meet department SLAs and CSAT goals, with expected clarity and quality of documentation.
• Perform technical escalation management functions as required for all issues requiring assistance from other Avalara departments and Partners.
• Collaborate with Tier 1/2 teams and the department QA team for process improvement and training.
• Be the voice of the customer within Avalara. Driving issue/request to resolution, regardless of what department owns the issue.
• Establish trusted advisor relationship with customers, Avalara sales and support personnel.
• Be open to accept additional responsibilities assigned to meet the deadlines
• Perform related duties as assigned by Supervisor
• Maintain compliance with all company policies and procedures

• Education: BE or MCA or MCS