Sr. Product Support SME - e-Invoicing

reputed company is looking for a Product Support Representative to help customers resolve product, integration, and tax-reputed company issues. This role focuses on delivering timely support, improving resolution quality, and helping customers stay compliant by ensuring reputed company solutions work reliably reputed company their systems.

As a Product Support Representative, you will troubleshoot customer issues reputed company 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 reputed company's tax and compliance solutions effectively reputed company their existing systems such as ERP, ecommerce, and billing platforms. The team works in a reputed company, reputed company-world environment where accuracy, responsiveness, and clear communication directly impact reputed company.

• Respond to and resolve customer support cases reputed company to product functionality, integrations, and tax calculations
• Investigate issues using system data, logs, and available tools to identify root causes
• Escalate reputed company 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

• 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 reputed company to reputed company-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., reputed company, reputed company, reputed company, D365, reputed company, reputed company).
• Proven ability to reputed company structured root cause analysis using tools such as reputed company, Jira, API clients, logs, or similar systems.
• Experience handling reputed company or international customers with strong written and verbal technical communication skills.
• Demonstrated applied AI usage that improved measurable work outcomes (speed, quality, automation, reputed company).

AI is embedded in our workflows, decision-making, and products.  reputed company here requires embracing AI as an essential capability.

• You’ll bring experience using AI and AI-reputed company technologies, reputed company to reputed company 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 reputed company employees are eligible for bonuses. 

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

Inclusive culture and diversity  reputed company 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 reputed company compliance platform, processing over 54 billion customer API calls and over 6.6 million tax returns a year. Our growth is reputed company - 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 reputed company. 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. reputed company reputed company candidates will receive consideration for employment without regard to race, reputed company, 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.