Tax Software Support Specialist (Remote)

Filed • New York, NY

2d • $66,000 - $78,000 • Remote

About The Position

Filed is hiring a fully remote Tax Software Support Specialist to help tax firms resolve issues with Filed and the tax software they already use. The role is open to candidates based anywhere in the United States except New York. The support team serves firms during their busy tax-season period, particularly January through April, and must respond quickly and calmly when customers are working against deadlines. Because the company is still building its support playbook, the specialist will sometimes investigate new problems without an existing help-document answer.

The specialist answers customer questions, troubleshoots and reproduces software issues, documents actionable tickets for engineering, identifies workarounds, and flags emerging patterns. The role offers exposure to software development and opportunities for people to move into areas such as QA, product, onboarding, and customer success. Compensation is assessed at Level 1, with three salary-and-equity options determined by location and level: $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 conducts performance reviews every four months.

Requirements

• Professional experience as a tax preparer and knowledge of what a correct return looks like.
• Experience using a ticketing system such as Pylon, Zendesk, Intercom, or Freshdesk, with the ability to respond quickly without sacrificing quality.
• Some QA or technical background, such as testing software, reproducing bugs, or documenting issues for a technical team.
• Comfort using at least one major tax platform, such as CCH Axcess, UltraTax, Lacerte, ProConnect, Drake, or GoSystem.
• Calmness under pressure and patience with stressed customers.
• Clear written communication that avoids ambiguity.
• Curiosity about why problems occur.
• Organization sufficient to manage multiple open conversations.
• Ownership and follow-through on problems.

Nice To Haves

• Experience writing bug reports.
• Experience using Linear, Jira, or a similar tool.

Responsibilities

• Answer customer questions quickly and clearly through the support inbox and on calls.
• Troubleshoot issues in Filed and in the tax software customers already use.
• Reproduce problems so engineering can see what the customer experienced.
• Write clear, complete Linear tickets that engineers can act on.
• Find workarounds that help firms continue working while fixes are being built.
• Identify patterns in customer reports and flag them before they spread.
• Manage multiple open conversations, take ownership of problems, and follow them 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 and a budget for a home office setup.
• Company-wide offsites every four months.

What This Job Offers

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