TAC Technical Engineering Manager

Avalara

Job Summary

 

The Technical Engineer Manager is responsible for managing technical support teams, providing in-depth subject matter knowledge to our customer base, and to various departments within Avalara for multiple products. This involves working directly with engineering and product management to ensure timely customer communication, driving rapid issue resolution.

 

As part of the Technical Assistance Center (TAC), you will take ownership of technical issues and be expected to live by our ‘Cult of the customer’ philosophy and will be held accountable for increasing the overall satisfaction of our customer base through assisting in the creation and implementation of customer centric processes and workflow, performing to prescribed metrics goals, and contributing to an environment of accountability, growth, and positive employee morale.

 

 

Job Duties

  • Manage a team of highly technical TAC Engineers who deliver technical support across all Avalara products.
  • Develop the vision, goals, priorities and work alongside the team to accomplish them. Ensure high-quality customer service and ongoing technical skill development.
  • Independently recognize trends in customer feedback and escalate issues within the company.
  • Partner with Product Management and Engineering to translate customer needs into a better product.
  • Interact directly with Senior Management within other departments to resolve high profile escalations and issues, and drive initiatives that improve the customer experience.
  • Resolve high-profile escalations and issues, improve the customer experience, and drive initiatives that increase their probability of success.
  • Manage the team to ensure adherence to TAC quality assurance goals.

 

 

Qualifications (absolute must haves walking in the door)

  • BA/BS degree in Computer Science or a related technical field, or equivalent practical experience.
  • 5+ years of experience building and leading a technical, customer-facing team.
  • Hands-on experience implementing, troubleshooting, and supporting Internet-based and/or Desktop, commerce applications. Experience with Accounting Software a strong plus.
  • Experience creating data driven reporting metrics, enhancing the Avalara support experience.

Preferred Qualifications (great to have but not absolutely necessary)

  • Familiarity with one or more of the programming/scripting languages. Java, C++, C#, .NET, or JavaScript preferred.
  • Technical competency in APIs and data manipulation.
  • Proven ability to execute in a customer focused environment and advocate for customers across a cross-functional organization.
  • Exceptional judgment with a strong analytical mind and ability to resolve complex issues.
  • Experience with ERP solutions: D365, Dynamics AX/GP/NAV, Sage, etcetera, a plus

Avalara helps businesses of all sizes achieve compliance with transactional taxes, including VAT, sales and use, excise, communications, and other tax types. We deliver comprehensive, automated, cloud-based solutions that are fast, accurate, and easy to use.

Avalara offers hundreds of pre-built connectors into leading accounting, ERP, ecommerce and other business applications. Each year, the company processes billions of tax transactions for customers and users, files hundreds of thousands of tax compliance documents and tax returns, and manages millions of exemption certificates and other compliance related documents.

A privately held company, Avalara’ s venture capital investors include Sageview Capital, Battery Ventures, Warburg Pincus, Technology Crossover Ventures, Arthur Ventures, and other institutional and individual investors. Avalara’s headquarters are in Seattle, WA and it has offices across the U.S. and in Brighton and London, England; Brussels, Belgium; and Pune, India. More information at: www.avalara.com



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