Senior Enterprise TAM - AI-Driven Support

Avalara, Inc.; United States; On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Bonus eligibility

Private medical insurance

Retirement benefits

Job summary

Avalara, Inc. is seeking a Staff Technical Account Manager to join our Enterprise support team. You will manage technical tickets, drive timely resolutions, and elevate customer satisfaction by coordinating with Product and Engineering and leveraging AI-driven approaches.

You will lead complex investigations across ERP/CRM/eCommerce platforms, document findings, and improve knowledge assets to reduce repeat issues and improve SLA adherence.

Qualifications

• Bachelor’s degree in computer science, information technology, engineering, or related field.
• 7+ years of proven experience in 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, Oracle, Shopify, Workday, or similar).
• Demonstrated proficiency in API and workflow analysis across ERP, e‑Commerce, and Marketplace platforms.
• Demonstrated 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.
• Experience in SLA-driven support environments using tools such as Salesforce, Jira, and Confluence.
• Mandatory experience using AI tools and automation to improve support efficiency, diagnostics, communication quality, and scalability.

Responsibilities

• Lead and mentor TAMs; provide 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; coordinate with engineering as needed.
• Perform advanced troubleshooting and root cause analysis across ERP/CRM/eCommerce platforms.
• Diagnose customer issues across AvaTax, connectors, and related workflows; reproduce issues and document findings.
• Create clear Jira tickets with issue description, expected vs. actual behaviour, and urgency.
• Collaborate with Product and Engineering to drive defect resolution and maintain momentum on linked work.
• Maintain strong customer communication with milestone updates and proactive status reporting.
• Contribute to knowledge articles, playbooks, and reusable troubleshooting guidance to reduce repeat issues.
• Support AI adoption by sharing use cases and improving self-service through knowledge assets.

Skills

Troubleshooting

Technical communication

Cross-functional collaboration

Problem solving

AI adoption & reasoning

Education

Bachelor's degree in CS/IT/Engineering

Tools

Jira

Salesforce

Confluence

Job description

Avalara, Inc. is seeking a Staff Technical Account Manager to join our Enterprise support team. You will manage technical tickets, drive timely resolutions, and elevate customer satisfaction by coordinating with Product and Engineering and leveraging AI-driven approaches.

You will lead complex investigations across ERP/CRM/eCommerce platforms, document findings, and improve knowledge assets to reduce repeat issues and improve SLA adherence.