Support & QA Specialist, Tax

Filed • New York, NY

1d • $77,000 - $91,000

About The Position

Filed is hiring a Support & QA Specialist, Tax to work between customers and engineering, helping tax firms resolve software issues and ensuring fixes work as intended. The role involves reproducing customer-reported problems in Filed and the tax software firms use, documenting precise steps and results for engineers, answering support tickets, finding workarounds, and testing fixes and releases. The role is assessed at Level 1. Filed describes its environment as transparent, fast-paced, and a place where the support and QA function is still small, with potential growth into QA, product, and engineering-adjacent roles.

Requirements

• Hands-on QA or software testing experience reproducing bugs and documenting them for an engineering team.
• Customer support experience using a ticketing system such as Pylon, Zendesk, Intercom, or Freshdesk.
• Tax background from a tax or accounting firm, a tax software company, or preparing returns; familiarity with tax returns is expected.
• Familiarity with at least one major tax platform, such as CCH Axcess, UltraTax, Lacerte, ProConnect, Drake, or GoSystem.
• Methodical approach to troubleshooting, changing one thing at a time to identify what breaks.
• Clear written communication for tickets and customer replies.
• Curiosity about why issues occur.
• Calm, patient communication with customers under deadline pressure.
• Ownership of problems through to resolution.

Nice To Haves

• Experience with Linear or Jira.
• Experience using browser developer tools or screen recording to capture issues.

Responsibilities

• Reproduce customer-reported issues step by step in Filed and in the tax software firms already use.
• Write clear, complete Linear tickets with exact steps, expected and actual results, screenshots, and sample data.
• Answer customer tickets quickly and clearly in the support inbox.
• Troubleshoot technical issues and find workarounds that keep firms moving.
• Verify fixes before communicating resolution to customers and perform regression testing after releases.
• Spot patterns across tickets and flag them before issues spread.

Benefits

• Platinum-level medical insurance fully covered for the employee, with 100% coverage for dependents.
• Dental insurance.
• Vision insurance.
• 401(k) retirement plan.
• Paid maternity and paternity leave.
• A minimum of 30 days of paid holiday every year.
• Choice of the latest computers and a budget for home office setup.
• Company-wide offsites every four months.
• Equity compensation options, with three salary-and-equity offers depending on location and the candidate's choice.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed