Note: The job is a remote job and is open to candidates in USA. Avalara is an AI-first cloud compliance technology company defining the relationship between tax and tech. The Staff Technical Account Manager will lead complex enterprise technical support cases, mentor TAMs, coordinate with Engineering and Product, improve customer outcomes, and embed AI-driven practices to accelerate resolution and scale support operations.
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
- Leverage AI-powered tools to accelerate root cause analysis and reduce troubleshooting time for complex customer issues
- Identify and implement new AI-driven approaches to technical support (e.g., automated diagnostics, intelligent case triage, predictive risk identification) that go beyond current team practices
- Utilize Generative AI to create knowledge base articles, troubleshooting guides, and customer-facing documentation, improving knowledge accessibility and consistency
- Develop AI-driven workflows that automated repetitive support tasks, increasing team productivity and reducing manual effort
- Create AI-powered prompt libraries and support playbooks that standardized troubleshooting approaches across the team
- Collaborate with Product and Engineering teams to integrate AI-driven customer feedback analysis into product improvement initiatives
- Champion AI adoption across the support organization, driving measurable improvements in resolution efficiency and support quality
- Use AI insights to prioritize critical customer issues based on business impact, severity, and historical trends
Skills
- Bachelor's degree in computer science, IT, Engineering, or a related field, or equivalent hands-on experience in advanced technical/production support
- 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
- You'll bring experience using AI and AI-related technologies, ready to thrive here
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
- Access to employee-run resource groups with senior leadership and executive sponsorship
- Remote work arrangement
Company Overview
Company H1B Sponsorship