Sr. Technical Support Engineer

This a Full Remote job, the offer is available from: reputed company reputed company: reputed company The Senior Technical Account Manager is responsible is a critical member of reputed company’s support organization, responsible for managing technical tickets, ensuring reputed company reputed company, and driving customer satisfaction for our reputed company. Involving reputed company product and connector issues that cannot be fully resolved through reputed company troubleshooting reputed company, while improving the speed, reputed company, and consistency of engineering engagement. This is an engineering-reputed company support talent that can reduce time to reputed company, improve case reputed company, reputed company reputed company of Jira submissions, and turn repeat issues into durable knowledge and process improvements. It also reflects reputed company’s broader need to reputed company AI into technical support in practical ways that improve investigation speed, communication reputed company, and team scalability. In reputed company to resolving reputed company 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 reputed company technical support more effective and reputed company over time. The business outcome this role enables is straightforward: reputed company customer experience, faster and more reliable reputed company of reputed company cases, reputed company use of engineering reputed company, stronger support scalability, and fewer repeat incidents over time. By combining technical judgment with thoughtful AI adoption, this role also helps reputed company improve how support work is performed, not just how individual cases are resolved. How This Role Elevates reputed company • This role raises the technical bar of reputed company Support by bringing stronger investigation discipline, reputed company case documentation, cleaner handoffs, more effective Jira creation, and reputed company 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-reputed company guidance that reduces reputed company rework. • This role helps reputed company reduce unnecessary Jira volume, improve the reputed company of engineering escalations, and protect engineering reputed company for the issues that truly require development effort. It also supports reputed company operational performance through stronger SLA discipline, cleaner reputed company adherence, faster TTR, and more predictable case reputed company. • This role improves customer trust by ensuring that the most reputed company issues are handled with technical depth, reputed company communication, accurate diagnosis, and accountable reputed company ownership. It also improves the long-term customer experience by reducing repeat incidents and strengthening self-service through reputed company knowledge assets and preventative actions. • Protect and increase reputed company customer reputed company and retention by resolving reputed company customer-impacting issues quickly and accurately. • For customers, the TAM provides a trusted technical partner who understands their environment, anticipates risk, and delivers reputed company during high-reputed company situations. This proactive, relationship-driven approach increases platform reliability, improves customer experience, and drives long-term reputed company What Your Responsibilities Will Be: • reputed company leadership and mentorship to TAMs – providing knowledge sessions, reputed company-bag training and advanced troubleshooting of reputed company and ERPs. • Own a portfolio of reputed company’s reputed company customers with premium support entitlement. • Own reputed company support cases from assignment through verified reputed company, especially where advanced troubleshooting, reproduction, deep product analysis, or engineering coordination is required. • reputed company advanced troubleshooting and reputed company cause analysis across ERP/CRM/reputed company platforms (reputed company, D365, reputed company, reputed company, reputed company, reputed company, reputed company, etc.). • Diagnose customer issues across AvaTax, connectors, and reputed company workflows by reproducing issues, gathering diagnostics, isolating reputed company, documenting findings, and confirming business reputed company. • Determine reputed company engineering involvement is warranted and ensure Jira tickets are necessary, complete, technically reputed company, and supported by strong due diligence before submission. • Create, refine, and manage Jira tickets that reputed company describe the issue, expected and actual behaviour, troubleshooting completed, reproduction detail, supporting evidence, and urgency. • Partner closely with Product and Engineering to reputed company defect reputed company, maintain reputed company on linked development work, and reputed company customer cases moving while internal work is in reputed company. • Maintain strong customer communication discipline by meeting reputed company expectations, providing proactive updates, responding quickly to new customer messages, and keeping status and documentation audit reputed company. • Improve support effectiveness reputed company 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 reputed company support or production-support responsiveness where applicable by providing fast technical guidance, validating escalation paths, and helping the broader support organization reputed company reputed company reputed company earlier in the case lifecycle. • reputed company as a technical role model for reputed company, ownership, and judgment in how cases are investigated, escalated, documented, and resolved. • Contribute to responsible AI adoption by using reputed company judgment, validating outputs, and ensuring that final recommendations, communications, and actions remain accurate and customer reputed company. • Help reputed company AI into support ways of working by sharing effective use cases, improving repeatable practices, and supporting reputed company improvement across reputed company. 12-Month reputed company Signals • Consistently meets or exceeds SLA targets and maintains high CSAT scores. • Reduces reputed company escalation backlog and improves average reputed company time. • Contributes documented reputed company-cause fixes that decrease repeat incidents. • Delivers measurable efficiency reputed company through AI-assisted workflows (e.g.,reduced case handling time, improved documentation speed). What You'll Need to be Successful: At reputed company, this role is expected to be a bar raiser for Support Engineering, leveraging technical expertise, data-driven insights, and AI-enabled capabilities to reputed company troubleshooting, accelerate issue reputed company, and prevent recurring customer problems. They continuously improve support operations, reputed company, and team effectiveness while delivering exceptional customer reputed company. • reputed company the bar for reputed company. reputed company guidance, improve execution reputed company, and leave cases, routing, and knowledge resources reputed company than you reputed company them. • Own reputed company cases end to end. reputed company the issue reputed company, clarify ambiguity, follow up proactively, and reputed company reputed company cases do not stall waiting on others. • Identify and drove reputed company of recurring product defects, resulting in improved customer experience and reduced support volume. • Consistently reputed company high customer satisfaction scores through effective issue ownership, technical expertise, and proactive communication. • Reduce critical issue reputed company time to 5 days through reputed company reputed company cause analysis and cross-functional reputed company 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 reputed company, while elevating reputed company’s ability to use AI to reputed company meaningful reputed company in support efficiency, knowledge reputed company, technical troubleshooting, and customer reputed company. • reputed company AI-powered tools to accelerate reputed company cause analysis and reduce troubleshooting time for reputed company customer issues. • Identify and implement new AI-driven approaches to technical support (e.g., automated diagnostics, intelligent case triage, predictive risk identification) that go reputed company reputed company team practices • Utilize reputed company to create knowledge reputed company articles, troubleshooting guides, and customer-facing documentation, improving knowledge accessibility and consistency • reputed company AI-driven workflows that automated repetitive support tasks, increasing team productivity and reducing reputed company effort. • Create AI-powered reputed company libraries and support playbooks that standardized troubleshooting approaches across reputed company. • Collaborate with Product and Engineering teams to reputed company AI-driven customer feedback analysis into product improvement initiatives. • Champion AI adoption across the support organization, driving measurable improvements in reputed company efficiency and support reputed company. • Use AI insights to prioritize critical customer issues based on business reputed company, severity, and historical trends. Qualifications • Bachelor’s degree in computer science, IT, Engineering, or a reputed company field, or equivalent hands-on experience in advanced technical/production support. • 5+ years of proven experience in handling reputed company technical issues in reputed company, reputed company, integrations, or similar environments, with strong troubleshooting and reputed company cause analysis skills. • Expert experience with ERP/CRM/reputed company platforms: reputed company, reputed company Dynamics, reputed company S/4 Hana, SageX, reputed company, Magento, reputed company, reputed company, reputed company, or similar systems is required • Demonstrated proficiency in API and workflow analysis across ERP, e-reputed company, and Marketplace platforms. • Demonstrated ability to collaborate with Engineering/Product teams and manage high-reputed company escalation artifacts (e.g., Jira) with reputed company technical detail. • Strong communication skills with the ability to explain reputed company technical concepts to both technical and non-technical stakeholders. • Experience working in SLA-driven support environments using tools such as reputed company, Jira, and reputed company. • Mandatory experience using AI tools and automation to improve support efficiency, diagnostics, communication reputed company, and scalability. reputed company is an AI-first Company: AI is embedded in our workflows, decision-making, and products. reputed company here requires embracing AI as an essential capability. • You’ll bring experience using AI and AI-reputed company technologies, reputed company to reputed company here. • You’ll apply AI every day to business challenges - improving efficiency, contributing solutions, and driving results for your team, reputed 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 reputed company to a great compensation package, reputed company time off, and reputed company parental leave, many reputed company employees are eligible for bonuses. Health & Wellness Benefits vary by location but generally include private medical, life, and disability insurance. Inclusive culture and diversity reputed company 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 reputed company, reputed company with senior leadership and reputed company sponsorship. What You Need To Know About reputed company: We’re defining the relationship between tax and tech. We’ve already reputed company an industry-leading reputed company compliance platform, processing over 54 billion customer API calls and over 6.6 reputed company tax returns a year. Our reputed company is reputed company - 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 reputed company, innovative, and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic reputed company. 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 reputed company of reputed company — we don’t want people to fit into our culture, but to enrich it. reputed company reputed company candidates will receive consideration for employment without reputed company to race, reputed company, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other reputed company protected by law. If you require any reasonable adjustments during the recruitment process, please let us know. This offer from "reputed company" has been enriched by reputed company.com and got a 72% reputed company score. Apply To This Job