Support Tax Technologist

What You’ll Do

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.

The Support Tax Technologist works closely with large enterprise customers to understand complex business requirements, uncover real‑world use cases, and translate tax and compliance requirements into scalable, integrated solutions. Acting as both a technical advisor and domain expert, this role provides expert guidance on Avalara’s platform, enterprise integrations, and compliance automation capabilities while bringing field insights back to Product, Engineering teams to influence solution development and improve customer outcomes.

The role also plays a critical part in post‑implementation customer success by partnering closely with the Implementation Tax Technologist team during hypercare and customer handoff, ensuring continuity, adoption, and long‑term operational success.

How This Role Elevates Avalara

From a business perspective, the Support Tax Technologist strengthens Avalara’s relationships with large enterprise customers by helping them design, deploy, and optimize scalable compliance solutions embedded within their operational systems. Through deep technical and tax expertise, this role improves customer retention, supports expansion opportunities, and increases confidence in Avalara’s ability to solve complex compliance challenges.

For our teams, the Support Tax Technologist serves as a key conduit between customers, partners, Product, Engineering, and Support teams. By surfacing customer insights, identifying recurring integration and configuration challenges, and providing structured feedback, this role helps shape product enhancements, improve support readiness, and reduce operational friction. The role also drives internal enablement through coaching, office hours, knowledge sharing, and training programs that elevate the capabilities of customer‑facing teams.

For customers, the Support Tax Technologist acts as a trusted advisor who combines tax domain expertise with technical integration knowledge. By helping customers automate, scale, and de‑risk compliance processes, this role enables organizations to move beyond periodic tax filing activities toward continuous, embedded compliance across their ERP, eCommerce, billing, and financial systems.

What Your Responsibilities Will Be

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.

12‑Month Success Signals

• Demonstrable expertise in at least one enterprise ERP platform and serves as a recognized internal subject matter expert.
• Reduces recurring support issues by identifying systemic integration, configuration, and process challenges and driving long‑term solutions.
• Successfully supports seamless post‑implementation transitions and hypercare engagements for enterprise customers, resulting in improved adoption and customer satisfaction.
• Delivers measurable improvements in customer adoption, platform utilization, and operational compliance outcomes.
• Influences multiple product enhancements or process improvements through structured feedback gathered from customer and partner interactions.
• Successfully conducts customer webinars, training sessions, and enablement programs that increase customer knowledge and self‑service capabilities.
• Establishes highly utilized internal office hours and coaching programs that improve support readiness and technical proficiency in ERP integration best practices.
• Contributes to scalable compliance strategies that help customers move from traditional tax filing activities to embedded, automated compliance operations.

What You'll Need to be Successful

AI Expectations

Avalara is an AI‑first company. We expect every employee, manager, and leader to actively leverage AI to enhance productivity, quality, innovation, and customer value. AI is embedded in our workflows, decision‑making, and products — and success at Avalara requires embracing AI as an essential capability, not an optional tool.

AI Bar Raiser Expectations

• Continuously evaluate emerging AI capabilities within enterprise ERP systems, and recommend innovative applications that improve customer outcomes and organizational effectiveness.
• Demonstrate advanced, applied AI expertise to improve customer diagnostics, technical analysis, integration troubleshooting, and compliance solution recommendations.
• Leverage AI to accelerate root‑cause analysis, customer issue resolution, and knowledge creation while maintaining accuracy and compliance standards.
• Identify opportunities to use AI to improve customer enablement, training delivery, technical documentation, and operational efficiency.
• Quantify AI‑driven outcomes through measurable improvements in resolution speed, knowledge reuse, automation, customer satisfaction, and support effectiveness.
• Share AI best practices and coach peers on effective AI adoption within technical support and customer‑facing workflows.
• Drive responsible AI usage while ensuring customer data security, compliance, and governance requirements are maintained.

A strong focus on technical leadership, knowledge sharing, and proactive customer support will help you succeed. You’ll work cross‑functionally, own complex customer issues, and influence product and process improvements.

How We’ll Take Care of You

Total Rewards

Compensation, paid time off, paid parental leave, and potential bonuses based on performance.

Health & Wellness

Benefits vary by location but generally include private medical, life, and disability insurance.

Inclusive Culture and Diversity

Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have eight employee‑run resource groups, each with senior leadership and executive sponsorship.

What You Need To Know About Avalara

We’re defining the relationship between tax and tech. We’ve already built an industry‑leading cloud compliance platform, processing over 54 billion customer API calls and more than 6.6 million tax returns a year. Our growth is real — 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 bright, innovative, and disruptive, with a culture that empowers people to win. Join us, and your career will thrive.

We’re An Equal Opportunity Employer

Supporting diversity and inclusion is a cornerstone of our company — we don’t want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, U.S. Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.