Overview
The Application Support Engineer is responsible for technical management and health maintenance for Enterprise customers. This involves acting as the authoritative technical escalation and ownership point, across multiple products to meet support entitlement levels, driving ticket resolution.
As an Application Support Engineer in the Technical Assistance Center (TAC), you will drive higher technical satisfaction than other cohorts and gain a comprehensive familiarity with Enterprise customer’s operational environment, to leverage for troubleshooting and guidance. The TAM will forge a positive and lasting relationship with key customer representatives.
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Responsibilities
- Own technical support issues through resolution
- Perform timely support ticket analysis and response for enterprise cases. Including issue replication, research, root cause analysis and document accordingly
- Host informative or escalation meetings with enterprise level customers
- Act as a customer advocate and liaison with design, development, product and support teams for all customer issues
- Participate in meetings with customers and program management teams, providing ticket disposition and additional information as deemed necessary
- Ensure up to date knowledge of customers current and future environment
- Establish trusted advisor relationship with key customer contacts
- Identify customer challenges and mitigate where applicable
- Create knowledge articles and documentation to support internal and external customers
- Drive development ticket resolution to support customers’ issues and requests
- Provide advanced support for designated Avalara Partners
- Understand and become technically conversant in the existing and new product offerings
Qualifications
- Exceptional judgement and customer relationship management
- Minimum of 3 years’ experience supporting enterprise level software and/or customers
- Critical thinking/analysis to include
- Troubleshooting the most efficient resolution or escalation
- Prioritization of open development tickets
- Data analysis feedback to Product teams on opportunity areas
- Pro-active suggestions based on ticket trends
- Expertise in SalesForce use (or similar) and ticket queue management to include:
- Ticket assignment base on skill set
- Workload analysis and assignment balancing
- Advanced ticket driver analysis and root cause identity
- Proven ability to execute in a customer focused environment and advocate for customers across a cross-functional organization.
- Highly organized, ability to prioritize tasks and work with minimal direction.
- Excellent problem-solving skills and ability to navigate challenging situations in a professional manner
- Advanced issue troubleshooting skills for the most efficient resolution and/or escalations
- Strong team collaborator across multiple functional areas.
- Minimum of 2 years’ proven experience supporting enterprise level software and/or customers
You may also have:
- Proficiency in technical workings of at least two core Avalara applications, to include:
- API functionality (Function and error identification)
- Campaign management
- Certificate application, management and system flow through
- AvaTax connector functionality (Big 5)
- Customer Relationship Management
- Mastery of data flow n Applitween customer and any relevant Avalara products
- Proficiency in operation and technical workings of Returns Excise and AvaTax Excise
- Proficiency in operation and technical workings of Communications applications and services
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About Avalara
About Avalara:
We’re building cloud-based tax compliance solutions to handle every transaction in the world. Imagine every transaction you make — every tank of gas, cup of coffee, or pair of sneakers, every movie ticket, meal kit, or streamed song, every sensor-to-sensor ping. Nearly every time you make a purchase, physical or digital, there’s an accompanying unique and nuanced tax compliance calculation. The logic behind calculating taxes — the rules, rates, and boundaries is a global, layered, three-dimensional mess of complexity, with compliance dictated by govern