Senior Technical Account Manager

Avalara APAC; Maharashtra; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Avalara APAC seeks a Senior Technical Account Manager to lead complex technical tickets for Enterprise customers, coordinating with Product and Engineering to ensure timely resolution and scalable support. This role emphasizes AI-assisted workflows and proactive customer advocacy.

You will own a portfolio of premium customers, perform advanced troubleshooting across ERP/CRM/eCommerce integrations, create clear Jira tickets, and mentor other TAMs while upholding high CSAT and SLA targets.

Qualifications

• B.S. in Computer Science or Engineering is required.
• 5+ years of experience as a Business Systems Analyst or Techno-Functional Analyst.
• Experience with system integrations, APIs, AI platforms, or automation platforms.
• Strong understanding of REST APIs, webhooks, JSON, and data mapping concepts.
• Experience documenting integration requirements and system workflows.
• Ability to interpret technical design documents and collaborate with engineers.
• Strong analytical and structured problem-solving skills.
• Excellent communication across business and technical audiences.

Responsibilities

• Provide leadership and mentorship to TAMs with training and advanced troubleshooting of APIs and ERPs.
• Own a portfolio of Enterprise customers with premium support entitlement.
• Own complex support cases from assignment to verified resolution.
• Perform advanced troubleshooting and root cause analysis across ERP/CRM/eCommerce platforms.
• Diagnose customer issues across AvaTax, connectors, and related workflows.
• Determine when engineering involvement is warranted and create complete Jira tickets.
• Collaborate with Product and Engineering to drive defect resolution and momentum.
• Maintain strong customer communication and audit-ready documentation.
• Contribute knowledge articles and reusable guidance to reduce repeat issues.
• Support high-priority production responsiveness and escalations.

Skills

B.S. in Computer Science or Engineer

5+ years experience

System integrations

APIs

AI platforms

Automation platforms

REST APIs

Webhooks

JSON

Data mapping concepts

Technical design documents

Analytical skills

Communication skills

Education

B.S. in Computer Science or Engineering

Job description

What You'll Do

The Senior Technical Account Manager is a critical member of Avalara’s support organization, responsible for managing technical tickets, ensuring timely resolution, and driving customer satisfaction for our Enterprise customers. The role involves complex product and connector issues that cannot be fully resolved through frontline troubleshooting alone, and improves the speed, quality, and consistency of engineering engagement. By reducing time to resolution, improving case quality, raising the standard of Jira submissions, and turning repeat issues into durable knowledge and process improvements, this role drives 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. In addition to resolving complex issues, the TAM is expected to use AI in day‑to‑day work to accelerate research, strengthen technical analysis, improve case documentation, and identify opportunities to make technical support more effective and scalable.

How This Role Elevates Avalara

• Raises the technical bar of Enterprise Support by bringing stronger investigation discipline, better case documentation, cleaner handoffs, more effective Jira creation, and clearer collaboration with Product and Engineering, and 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.
• Helps reduce unnecessary Jira volume, improve the quality of engineering escalations, and protect engineering capacity for the issues that truly require development effort; supports better operational performance through stronger SLA discipline, cleaner milestone adherence, faster TTR, and more predictable case outcomes.
• Improves customer trust by ensuring that the most complex issues are handled with technical depth, clear communication, accurate diagnosis, and accountable resolution ownership; strengthens long‑term customer experience by reducing repeat incidents and strengthening self‑service through better knowledge assets and preventative actions.
• Protects and increases Enterprise customer revenue and retention by resolving complex customer‑impacting issues quickly and accurately.
• Provides the TAM as a trusted technical partner who understands the customer’s environment, anticipates risk, and delivers clarity during high‑impact situations; this proactive, relationship‑driven approach increases platform reliability, improves customer experience, and drives long‑term success.

What Your Responsibilities Will Be

• 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.

12‑Month Success Signals

• Consistently meets or exceeds SLA targets and maintains high CSAT scores.
• Reduces complex escalation backlog and improves average resolution time.
• Contributes documented root‑cause fixes that decrease repeat incidents.
• Delivers measurable efficiency gains through AI‑assisted workflows (e.g., reduced case handling time, improved documentation speed).

What You’ll Need To Be Successful

• B.S. in Computer Science or Engineering (required)
• 5+ years of experience as a Business Systems Analyst or Techno‑Functional Analyst
• Experience working on system integrations, APIs, AI platforms, or automation platforms
• Strong understanding of REST APIs, webhooks, JSON, and data mapping concepts
• Experience documenting integration requirements and system workflows
• Ability to interpret technical design documents and collaborate effectively with engineers
• Strong analytical and structured problem‑solving skills
• Excellent communication skills across business and technical audiences

Avalara is an AI‑first Company

• You’ll bring experience using AI and AI‑related technologies, ready to thrive here.
• You’ll apply 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.

How We’ll Take Care Of You

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 eight employee‑run resource groups, each with senior leadership and executive sponsorship.

We’re An Equal Opportunity Employer

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, U.S. Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.