Staff Technical Account Manager

Avalara; United States; On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Bonus potential

Private medical insurance

Paid time off

Job summary

Avalara is seeking a Senior Technical Account Manager to guide enterprise customers, manage complex technical tickets, and drive rapid resolutions. You will leverage AI-assisted workflows, collaborate with Product and Engineering, and maintain strong communication throughout the case lifecycle.

Ideal candidates have 5+ years in SaaS/API support, deep ERP/CRM experience, and a proven ability to improve case quality and escalation processes while protecting engineering capacity.

Qualifications

• 5+ years of proven experience in handling complex technical issues in SaaS APIs or similar environments.
• Strong troubleshooting and root-cause analysis skills.
• Experience with ERP/CRM/eCommerce platforms and integrations.

Responsibilities

• Provide leadership and mentorship to TAMs and share advanced troubleshooting of APIs and ERPs.
• Own a portfolio of Enterprise customers with premium support entitlement.
• Lead complex support cases from assignment to verified resolution with deep product analysis.

Skills

SaaS APIs

ERP/CRM integrations

Troubleshooting

Jira

Confluence

AI in support

Customer communication

SLA management

Education

Bachelor’s degree in CS/IT or related field

Tools

NetSuite

Microsoft Dynamics

Salesforce

SAP

Shopify

Oracle

Job description

What You'll Do

What You’ll Do

The Senior Technical Account Manager is responsible is a critical member of Avalara’s support organization, responsible for managing technical tickets, ensuring timely resolution, and driving customer satisfaction for our Enterprise. Involving complex product and connector issues that cannot be fully resolved through frontline troubleshooting alone, while improving the speed, quality, and consistency of engineering engagement. This is an engineering-aligned support talent that can reduce time to resolution, improve case quality, raise the standard of Jira submissions, and turn repeat issues into durable knowledge and process improvements. It also reflects Avalara’s broader need to embed AI into technical support in practical ways that improve investigation speed, communication quality, and team scalability. In addition to resolving complex issues, this role 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 over time.

The business outcome this role enables is straightforward: 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. By combining technical judgment with thoughtful AI adoption, this role also helps Avalara improve how support work is performed, not just how individual cases are resolved.

How This Role Elevates Avalara

• This role 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. It also improves the capability of the broader support organization by turning difficult cases into reusable knowledge, troubleshooting actions and support-ready guidance that reduce future rework.
• This role helps Avalara reduce unnecessary Jira volume improve the quality of engineering escalations and protect engineering capacity for the issues that truly require development effort. It also supports better operational performance through stronger SLA discipline cleaner milestone adherence faster TTR and more predictable case outcomes.
• This role improves customer trust by ensuring that the most complex issues are handled with technical depth clear communication accurate diagnosis and accountable resolution ownership. It also improves the long-term customer experience by reducing repeat incidents and strengthening self-service through better knowledge assets and preventative actions.
• Protect and increase Enterprise customer revenue and retention by resolving complex customer-impacting issues quickly and accurately.
• For customers the TAM provides a trusted technical partner who understands their 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.
• Deliver measurable efficiency gains through AI-assisted workflows (e.g.,reduced case handling time improved documentation speed).

What You’ll Need To Be Successful

• Raise the bar for the team Provide guidance improve execution quality and leave cases routing and knowledge resources better than you found them.
• Own complex cases end to end Drive the issue forward clarify ambiguity follow up proactively and make sure cases do not stall waiting on others.
• Identify and drove resolution of recurring product defects resulting in improved customer experience and reduced support volume.
• Consistently achieve high customer satisfaction scores through effective issue ownership technical expertise and proactive communication.
• Reduce critical issue resolution time to 5 days through structured root cause analysis and cross-functional collaboration.

AI Bar Raiser Expectations

This role is expected to be an AI Bar Raiser applying AI in a deliberate and impactful way to improve how technical issues are diagnosed resolved and prevented while elevating the team’s ability to use AI to drive meaningful gains

in support efficiency knowledge quality technical troubleshooting and customer outcomes.

• Leverage AI-powered tools to accelerate root cause analysis and reduce troubleshooting time for complex customer issues.
• Identify and implement new AI-driven approaches to technical support (e.g. automated diagnostics intelligent case triage predictive risk identification) that go beyond current team practices
• Utilize Generative AI to create knowledge base articles troubleshooting guides and customer-facing documentation improving knowledge accessibility and consistency
• Develop AI-driven workflows that automated repetitive support tasks increasing team productivity and reducing manual effort.
• Create AI-powered prompt libraries and support playbooks that standardized troubleshooting approaches across the team.
• Collaborate with Product and Engineering teams to integrate AI-driven customer feedback analysis into product improvement initiatives.
• Champion AI adoption across the support organization driving measurable improvements in resolution efficiency and support quality.
• Use AI insights to prioritize critical customer issues based on business impact severity and historical trends.

Qualifications

• Bachelor’s degree in computer science IT Engineering or a related field or equivalent hands‑on experience in advanced technical/production support.
• 5+ years of proven experience in handling complex technical issues in SaaS APIs integrations or similar environments with strong troubleshooting and root cause analysis skills.
• Expert experience with ERP/CRM/eCommerce platforms NetSuite Microsoft Dynamics SAP S/4 Hana SageX Salesforce Magento Oracle Shopify Workday or similar systems is required
• 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 with the ability to explain complex technical concepts to both technical and non-technical stakeholders.
• Experience working 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.

Avalara is an AI-first Company

AI is embedded in our workflows decision-making and products Success here requires embracing AI as an essential capability.

• 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 8 employee-run resource groups each with senior leadership and exec sponsorship.

What You Need To Know About Avalara

We’re defining the relationship between tax and tech.

We’ve already built an industry-leading cloud compliance platform processing over 54 billion customer API calls and over 6.6 million tax returns a year Our growth is real we’re a billion dollar business and we’re not slowing down until we’ve achieved our mission to be part of every transaction in the world.

We’re bright innovative and disruptive like the orange we love to wear It captures our quirky spirit and optimistic mindset It shows off the culture we’ve designed that empowers our people to win We’ve been different from day one Join us and your career will be too.

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