Support & QA Specialist, Tax (Remote)

Filed•New York, NY

1d•$66,000 - $78,000•Remote

About The Position

Filed is hiring a remote Support & QA Specialist, Tax to serve as a link between customers and engineering. The role focuses on reproducing customer-reported issues in Filed and the tax software firms use, writing precise tickets engineers can act on, responding to customer support requests, troubleshooting issues, finding workarounds, verifying fixes, and regression testing releases. The role is fully remote for candidates located in the United States outside New York, with a preference for Pacific or Mountain time zones. The work requires care and urgency: customers are tax firms operating under deadline pressure, and issues may need a same-day response and workaround. The person in this role will own problems through to resolution and help identify recurring patterns before they spread. Filed describes the position as an opportunity to learn about tax firms' software workflows and software development, with potential growth into QA, product, and engineering-adjacent roles. The position is assessed at Level 1. Compensation is offered through one of three salary-and-equity packages, based on location: $66,000 per year plus $100,020 in equity; $72,000 per year plus $66,680 in equity; or $78,000 per year plus $33,340 in equity. Filed says compensation is not negotiated and that employees at the same level receive the same three offers, depending on location. Performance reviews take place every four months.

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.
A tax background from a tax or accounting firm, a tax software company, or personal tax-return preparation experience; 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 variable at a time to find the cause of a problem.
Clear written communication that avoids ambiguity in tickets and customer replies.
Curiosity about why issues occur.
Ability to remain calm and patient with customers working under deadline pressure.
Ownership and persistence in following a problem through to its fix.

Nice To Haves

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

Responsibilities

Reproduce customer-reported issues step by step within Filed and the tax software firms use.
Write clear, complete Linear tickets with exact reproduction steps, expected and actual results, screenshots, and sample data.
Respond quickly and clearly to customer tickets in the support inbox.
Troubleshoot technical issues and identify workarounds that keep firms moving.
Verify fixes before reporting them to customers as resolved.
Perform regression testing after releases.
Identify patterns across support tickets and flag them before they spread.
Follow customer problems through to resolution.

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 each year.
Choice of the latest computers.
Budget for home office setup.
Company-wide offsites every four months.
Equity compensation, with three salary-and-equity packages offered for the role.