Support Tax Technologist

Role Summary

The Support Tax Technologist serves as the strategic bridge between Avalara’s product vision and the real-world needs of enterprise customers. This role combines deep tax technology expertise, enterprise ERP integration knowledge, and advanced troubleshooting capabilities to help customers maximize the value of Avalara solutions.

Responsibilities

• Engage directly with enterprise customers and partners through the support case process to assist with integration challenges and compliance automation objectives.
• Provide subject matter expertise for Avalara solutions and integrations.
• Translate tax requirements, including sales and use tax, VAT, exemptions, returns, e-invoicing, and other compliance obligations into configurable and scalable technology solutions.
• Deliver expert support for Avalara enterprise ERP integrations and associated business workflows.
• Handle escalated customer issues and critical support situations, leading root cause analysis, coordinating internal stakeholders, and ensuring timely resolution.
• Collaborate with customers to understand technical challenges, identify root causes, and implement comprehensive long-term solutions.
• Design and recommend scalable compliance architectures that enable customers to embed compliance into their operational systems rather than relying on manual tax processes.
• Partner closely with Product and Engineering teams by delivering structured customer feedback and insights that influence product direction and solution development.
• Support post-implementation hypercare activities and work closely with the Implementation Tax Technologist team to ensure seamless handoff and long-term customer success.
• Lead customer-facing training programs, webinars, and enablement sessions for enterprise customers and strategic partners.
• Drive internal enablement by evaluating recurring customer questions and conducting weekly office hours sessions for Global Support Organization (GSO) teams.
• Develop and maintain best practices, technical documentation, integration guidance, and knowledge resources that improve organizational effectiveness.

Qualifications

• Education: Bachelor’s degree in Accounting, Finance, Information Technology, Computer Science, or a related field.
• Experience: Minimum of 5 years of experience in tax technology implementation, enterprise application support, ERP integrations, technical consulting, or technical support within the compliance automation industry.
• Experience: Supporting large enterprise customers and complex technical environments.
• Experience: Working with enterprise ERP systems, with subject matter expertise in at least one major ERP platform.
• Experience: Supporting cloud-based business applications and SaaS platforms.
• Experience: Supporting tax and compliance technology solutions, including sales and use tax, VAT, exemptions, returns, and related compliance processes.
• Experience: Assessing and mitigating risks related to sales and local tax (SALT) compliance.
• Experience: Supporting customer escalations, leading cross-functional problem resolution efforts, and managing complex technical issues.
• Knowledge, Skills, and Abilities: Deep understanding of Avalara solutions, compliance automation principles, and enterprise integration architectures; very strong knowledge of enterprise ERP systems, business process workflows, and integration best practices; working knowledge of networking concepts, APIs, middleware technologies, and cloud-based application ecosystems; ability to quickly learn, configure, and support cloud-based business platforms and financial system interactions; ability to translate complex tax requirements into scalable, automated technology solutions; strong analytical, troubleshooting, and root cause analysis skills; excellent written and verbal communication skills with the ability to communicate effectively with technical, operational, tax, and executive stakeholders; ability to influence cross-functional teams and drive alignment across multiple organizations; strong customer relationship management and consultative problem-solving capabilities; ability to manage multiple priorities while maintaining a high standard of customer service and technical excellence.