Sr. Product Support SME - e-Invoicing
O que você fará: Avalara is looking for a Product Support Representative to help customers resolve product, integration, and tax-related issues. This role focuses on delivering timely support, improving resolution quality, and helping customers stay compliant by ensuring Avalara solutions work reliably within their systems. As a Product Support Representative, you will troubleshoot customer issues related to product functionality, integrations, and tax configurations. You will work with internal teams to resolve issues, document solutions, and improve how support is delivered. This role is a mix of technical problem-solving and customer communication, with opportunities to build deeper expertise in compliance workflows, integrations, and AI-enabled support tools. Our support team helps customers use Avalara's tax and compliance solutions effectively within their existing systems such as ERP, ecommerce, and billing platforms. The team works in a complex, real-world environment where accuracy, responsiveness, and clear communication directly impact customer success. Quais serão as suas responsabilidades: Respond to and resolve customer support cases related to product functionality, integrations, and tax calculations Investigate issues using system data, logs, and available tools to identify root causes Escalate complex issues to senior team members or Engineering with clear documentation Communicate clearly with customers to explain issues and guide them to resolution Validate customer configurations to ensure accurate product behavior and compliance outcomes Document solutions and contribute to internal knowledge resources Follow defined processes to meet service level and quality expectations Identify recurring issues and share insights to improve product and support processes Use AI tools where appropriate to improve response quality and efficiency O que precisa possuir para ser bem sucedido: B.S. in Computer Science, Engineering, Tax, or Finance. 8+ years of relevant experience in technical support, SaaS systems support, or tax/fiscal systems support aligned to enterprise-level complexity. Demonstrated experience troubleshooting APIs, integrations, XML payloads, and SaaS-based platforms. Working knowledge of Brazilian tax legislation, including ICMS, ISS, PIS/COFINS, SPED, and fiscal document processes. Experience supporting ERP, CRM, or eCommerce integrations (e.g., SAP, NetSuite, Oracle, D365, Salesforce, Shopify). Proven ability to perform structured root cause analysis using tools such as Salesforce, Jira, API clients, logs, or similar systems. Experience handling enterprise or international customers with strong written and verbal technical communication skills. Demonstrated applied AI usage that improved measurable work outcomes (speed, quality, automation, insight). A Avalara é uma empresa AI-first: AI is embedded in our workflows, decision-making, and products. Success here requires embracing AI as an essential capability. You’ll bring experience using AI and AI-related technologies, ready to thrive here. You’ll apply AI every day to business challenges - improving efficiency, contributing solutions, and driving results for your team, our 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. Como cuidaremos de você: Total Rewards In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses. Health & Wellness Benefits vary by location but generally include private medical, life, and disability insurance. Inclusive culture and diversit y Avalara 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 groups, each with senior leadership and exec sponsorship. O que você precisa saber sobre 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 over 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, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. 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 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, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.