• Technical Support Engineer Jobs in Seattle - 25698417

  • Avalara
  • Seattle

Job Description:

Technical Support Engineer Customer Success | Seattle, WA, United States

Job Summary

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 Cult of the Customer 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

Job Duties

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

Communicate clearly and precisely with customers in written and verbal form, maintaining accurate and timely records in our case tracking system
Attain proficiency in the primary functions and technical workings for CertCapture, AvaTax and related Connectors, and all Avalara services
Comprehend technical interoperability with all products in Avalara Portfolio, initially focusing on our CertCapture product
Manage personal ticket workload to meet department SLAs and 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
Establish trusted advisor relationship with customers and other Avalara sales and support staff


2 years in a technical support environment supporting software or SaaS products
In depth technical expertise in supporting software or SaaS products
Intermediate CertCapture knowledge
Intermediate knowledge in two or more, AvaTax or OEM connectors
Proven ability to communicate effectively, both orally and in writing
Highly organized with an ability to prioritize tasks and work with minimal direction
Advanced Issue troubleshooting skills for the most efficient resolution and/or escalations
Strong team collaborator across multiple functional areas
Expertise in mainstream Support ticketing system and support request queue management
Experienced in customer relationship and call management
Ability to maintain proper daily communication with customers and managers regarding case management and status

Preferred Qualifications

BA/BS degree in Computer Science or a related technical field, or equivalent practical experience
Experience with and a thorough understanding of SaaS-based products and services
Experience with a mainstream ERP/CRM/Accounting software package such as NetSuite, Dynamics, Sage, Salesforce, Magento, Shopify, or similar systems

Experience and understanding of scripting and debugging with languages such as Perl
SQL, or similar

Technical competency in the use of APIs and data manipulation
Thorough understanding of and experience with Relational Database technology and SQL language

Ability to perform complex trouble shooting for all data logistics elements
Mastery of data flows between customer and SaaS products

About Avalara

Avalara helps businesses of all sizes achieve compliance with transaction taxes, including sales and use, VAT, excise, communications, and other tax types The company delivers comprehensive, automated, cloud-based solutions designed to be fast, accurate, and easy to use The Avalara Compliance Cloud platform helps customers manage complicated and burdensome tax compliance obligations imposed by state, local, and other taxing authorities throughout the world

Avalara offers more than 600 pre-built connectors into leading accounting, ERP, ecommerce and other business applications, making the integration of tax and compliance solutions easy for customers Each year, the company processes billions of indirect tax transactions for customers and users, files more than a million tax returns, and manages millions of tax exemption certificates and other compliance documents

Headquartered in Seattle, Avalara has offices across the US and overseas in the UK, Belgium, Brazil, and India More information at wwwavalaracom

Avalara is an Equal Opportunity Employer 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

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : IT-Hardware/Networking, Telecom
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 19th Jul 2020

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