Note: The job is a remote job and is open to candidates in USA. Avalara is a cloud compliance technology company that provides tax-related software and services. The Staff Technical Account Manager owns complex Enterprise customer support cases, performs advanced troubleshooting and root cause analysis, coordinates with Product and Engineering, mentors TAMs, and improves support scalability through knowledge management and responsible AI adoption.
Responsibilities
- Provide leadership and mentorship to TAMs – providing knowledge sessions, brown-bag training and advanced troubleshooting of APIs and ERPs
- Own a portfolio of Avalara’s Enterprise customers with premium support entitlement
- Own complex support cases from assignment through verified resolution, especially where advanced troubleshooting, reproduction, deep product analysis, or engineering coordination is required
- Perform advanced troubleshooting and root cause analysis across ERP/CRM/eCommerce platforms (NetSuite, D365, SAP, Oracle, Salesforce, Shopify, Workday, etc.)
- Diagnose customer issues across AvaTax, connectors, and related workflows by reproducing issues, gathering diagnostics, isolating scope, documenting findings, and confirming business impact
- Determine when engineering involvement is warranted and ensure Jira tickets are necessary, complete, technically credible, and supported by strong due diligence before submission
- Create, refine, and manage Jira tickets that clearly describe the issue, expected and actual behaviour, troubleshooting completed, reproduction detail, supporting evidence, and urgency
- Partner closely with Product and Engineering to drive defect resolution, maintain momentum on linked development work, and keep customer cases moving while internal work is in progress
- Maintain strong customer communication discipline by meeting milestone expectations, providing proactive updates, responding quickly to new customer messages, and keeping status and documentation audit ready
- Improve support effectiveness beyond the individual case by completing troubleshooting of the issues and analysis on major or repeat issues and contributing knowledge articles, playbooks, or reusable troubleshooting guidance that reduce repeat volume
- 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
- Act as a technical role model for quality, ownership, and judgment in how cases are investigated, escalated, documented, and resolved
- Contribute to responsible AI adoption by using sound judgment, validating outputs, and ensuring that final recommendations, communications, and actions remain accurate and customer ready
- Help embed AI into support ways of working by sharing effective use cases, improving repeatable practices, and supporting continuous improvement across the team
Skills
- Bachelor's degree in computer science, IT, Engineering, or a related field
- 7+ years of proven experience in handling complex technical issues in SaaS, APIs, integrations, or similar environments, with strong troubleshooting and root cause analysis skills
- Expert experience with ERP/CRM/eCommerce platforms: NetSuite, Microsoft Dynamics, SAP S/4 Hana, SageX, Salesforce, Magento, Oracle, Shopify, Workday, or similar systems is required
- Demonstrated proficiency in API and workflow analysis across ERP, e-Commerce, and Marketplace platforms
- Demonstrated ability to collaborate with Engineering/Product teams and manage high-quality escalation artifacts (e.g., Jira) with clear technical detail
- Strong communication skills with the ability to explain complex technical concepts to both technical and non-technical stakeholders
- Experience working in SLA-driven support environments using tools such as Salesforce, Jira, and Confluence
- Mandatory experience using AI tools and automation to improve support efficiency, diagnostics, communication quality, and scalability
Benefits
- Paid time off
- Paid parental leave
- Many Avalara employees are eligible for bonuses
- Private medical insurance, varying by location
- Life insurance, varying by location
- Disability insurance, varying by location
- 8 employee-run resource groups, each with senior leadership and executive sponsorship
Company Overview