Staff Technical Account Manager

About the role

What You'll Do The Staff 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.

What you'll do

• Be Provide leadership and mentorship to TAMs – providing knowledge sessions, brown-bag training and advanced troubleshooting of APIs and ERPs
• Own complex support cases from assignment through verified resolution, especially where advanced troubleshooting, reproduction, deep product analysis
• 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
• Determine when engineering involvement is warranted and ensure Jira tickets are necessary, complete, technically credible

What you need

• 5–9 yrs of experience
• CRM
• Salesforce
• JIRA
• Root cause analysis
• ERP
• Microsoft Dynamics
• B.Tech or B.E. or B.Sc or BCA

Good to have

• SAP
• NetSuite
• Shopify
• Workday
• Due diligence
• LLMs