Enterprise Tech Support Engineer — AI-Driven Impact

Socotra, Inc.; United States; Remote; USD 140,000 - 190,000; Full time

Benefits offered by this job

Bonuses

Private medical insurance

Total rewards

Diversity & inclusion

Job summary

Avalara is seeking a Senior Technical Account Manager to join our US-based enterprise support team. You will manage complex technical tickets, coordinate with Product and Engineering, and drive AI-enabled improvements to fault diagnosis and case documentation.

You’ll lead investigations, ensure timely resolutions, and strengthen customer trust through proactive communication and durable knowledge assets. This role emphasizes scalable support and high CSAT in a fast-moving cloud environment.

Qualifications

• Bachelor’s degree or equivalent in CS/IT/Engineering.
• 5+ years in handling complex technical issues in SaaS/API/integrations.
• Experience with ERP/CRM/eCommerce platforms (NetSuite, Dynamics, SAP S/4Hana, SageX, Salesforce, Magento, Oracle, Shopify, Workday).

Responsibilities

• Provide leadership and mentorship to TAMs with advanced troubleshooting of APIs and ERPs.
• Own a portfolio of Enterprise customers with premium support entitlement.
• Own complex support cases from assignment through verified resolution.
• Perform advanced troubleshooting and root cause analysis across ERP/CRM/eCommerce platforms.
• Diagnose customer issues across AvaTax, connectors, and related workflows.
• Create, refine, and manage Jira tickets with clear issue descriptions and urgency.
• Partner with Product and Engineering to drive defect resolution and maintain momentum.
• Maintain strong customer communication with milestones and proactive updates.
• Contribute to knowledge articles and playbooks to reduce repeat volume.
• Act as a technical role model for quality, ownership, and judgment.
• Contribute to AI adoption by validating outputs and keeping customer-ready recommendations.

Skills

Troubleshooting

Root cause analysis

APIs

Cross-functional collaboration

Communication skills

SLA compliance

Education

Bachelor’s degree in Computer Science/IT/Engineering

Tools

Jira

Confluence

Salesforce

Job description

Avalara is seeking a Senior Technical Account Manager to join our US-based enterprise support team. You will manage complex technical tickets, coordinate with Product and Engineering, and drive AI-enabled improvements to fault diagnosis and case documentation.

You’ll lead investigations, ensure timely resolutions, and strengthen customer trust through proactive communication and durable knowledge assets. This role emphasizes scalable support and high CSAT in a fast-moving cloud environment.