Enterprise AI-Driven Technical Account Manager

Socotra, Inc.

Northern (KY)

Hybrid

USD 120,000 - 170,000

Full time

6 days ago

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Job summary

Avalara is seeking a Staff Technical Account Manager to lead advanced troubleshooting and engineering coordination for Enterprise customers. You will own complex cases, collaborate with Product and Engineering, and craft thorough Jira tickets to accelerate resolution.

The role emphasizes AI-enabled support, knowledge sharing, and driving scalable processes. Ideal candidates bring 7+ years in SaaS support, strong API/product integration expertise, and experience with ERP/CRM/eCommerce platforms.

Qualifications

7+ years of proven experience handling complex technical issues in SaaS, APIs, integrations, or similar environments.
Expert experience with ERP/CRM/eCommerce platforms: NetSuite, Microsoft Dynamics, SAP S/4Hana, SageX, Salesforce, Magento, Oracle, Shopify, Workday, or similar systems.
Proficient in API and workflow analysis across ERP, e-Commerce, and Marketplace platforms.
Experience using escalation artifacts (Jira, Salesforce, Confluence) to drive resolution.

Responsibilities

Own complex cases end to end, including advanced troubleshooting and engineering coordination.
Coordinate with Product and Engineering to drive defect resolution and maintain momentum on linked work.
Create clear Jira tickets with issue description, expected vs. actual behavior, and reproduction steps.
Provide leadership and mentorship to TAMs with knowledge sessions and advanced troubleshooting.