Avalara is looking for a Customer Support Analyst to resolve complex technical and tax-related issues across our Brazil solutions. You'll own high-impact escalations involving AvaTax, connectors, APIs, and fiscal document solutions, ensuring customers achieve accurate tax outcomes and stable integrations. You'll work closely with Engineering and Product to identify root causes, reduce repeat issues, and improve overall solution quality.

This role also contributes to scaling support operations through better documentation, structured troubleshooting, and adoption of AI-enabled workflows that improve speed and consistency.

• You'll resolve complex customer cases involving tax calculations, APIs, integrations, and fiscal document processes
• Investigate issues using logs, system data, and API diagnostics to identify root causes
• You'll partner with Engineering and Product to address recurring defects and improve product stability
• You must validate tax configurations to ensure accurate compliance outcomes across supported scenarios
• Should Communicate technical findings clearly to customers and guide them toward resolution
• Create and maintain knowledge articles and troubleshooting frameworks to improve team efficiency
• Use data and case patterns to reduce repeat issues and improve resolution time
• Contribute to service level objectives and customer satisfaction through consistent case ownership
• Identify opportunities to automate repetitive work and improve support workflows using AI tools

• Bachelor's degree in computer science, Engineering, Tax, Finance, or related field
• 4+ years of experience in technical support, SaaS support, or tax/fiscal systems support
• Experience troubleshooting APIs, integrations, and data formats such as XML
• Working knowledge of Brazilian tax concepts such as ICMS, ISS, PIS/COFINS, or similar compliance domains
• Experience supporting ERP, CRM, or ecommerce platforms such as SAP, NetSuite, Oracle, Microsoft Dynamics, Salesforce, or Shopify
• Strong problem-solving skills with the ability to perform structured root cause analysis using tools such as case systems, logs, or API clients

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.

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 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 a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship.

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.