Senior AI-Powered Enterprise TAM

Avalara, Inc.; Northern (KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Bonus eligibility

Private medical insurance

Diversity and inclusion

Job summary

Avalara is seeking a Staff Technical Account Manager to join our Enterprise Support team in the United States. You will own complex tickets, drive rapid resolution, and collaborate with Product and Engineering to improve diagnostics and knowledge assets.

The role emphasizes AI-enabled support, strong Jira discipline, and delivering scalable, high-quality outcomes for enterprise customers while protecting engineering capacity.

Qualifications

• Bachelor’s degree in computer science, IT, Engineering, or a related field.
• 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/4 Hana, SageX, Salesforce, Magento, Oracle, Shopify, Workday, or similar.
• API and workflow analysis across ERP, e-Commerce, and Marketplace platforms.
• Ability to collaborate with Engineering/Product teams and manage high-quality escalation artifacts (e.g., Jira) with clear technical detail.
• Strong communication skills to explain complex technical concepts to technical and non-technical stakeholders.

Responsibilities

• Provide leadership and mentorship to TAMs – knowledge sessions and 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, especially where advanced troubleshooting and engineering coordination is required.
• Perform advanced troubleshooting across ERP/CRM/eCommerce platforms.
• Diagnose customer issues across AvaTax, connectors, and related workflows with reproduced issues and documented findings.
• Determine when engineering involvement is warranted and ensure Jira tickets are complete and credible.
• Create, refine, and manage Jira tickets with detailed issue descriptions and urgency.
• Partner with Product and Engineering to drive defect resolution and keep customer cases moving.
• Maintain strong customer communication by meeting milestones and proactive updates.

Skills

APIs

ERP platforms

Jira

CRM systems

Customer support

Education

Bachelor's degree

Tools

Salesforce

Jira

Confluence

Job description

Avalara is seeking a Staff Technical Account Manager to join our Enterprise Support team in the United States. You will own complex tickets, drive rapid resolution, and collaborate with Product and Engineering to improve diagnostics and knowledge assets.

The role emphasizes AI-enabled support, strong Jira discipline, and delivering scalable, high-quality outcomes for enterprise customers while protecting engineering capacity.