Avalara
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.
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. 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. 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. Protect and increase Enterprise customer revenue and retention by resolving complex customer-affecting issues quickly. 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.
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 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.
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.
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.
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.
