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 resolution, and strengthening customer satisfaction for our Enterprise. Involving complex product and connector issues that cannot be resolved through 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. You will resolve complex issues. Additionally, it will use AI in daily work to accelerate research, strengthen technical analysis, improve case documentation, and identify opportunities to make technical support more helpful and scalable over time.
The business outcome - you will ensure 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. You will combine technical judgment with thoughtful AI adoption to help Avalara improve how support work performs, not just how a case resolver resolves individual cases.
You will report to the Senior Manager, Technical Support from our Pune office. This job will be onsite.
How You will Enhance Avalara
You will raise the technical bar of Enterprise Support by bringing stronger investigation discipline, better case documentation, cleaner handoffs, more practical 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-
📌 Senior Technical Account Manager (India)
🏢 Avalara
📍 India