TaxEx SaaS Technical Operations Lead

OSV

6d•Remote

About The Position

The TaxEx SaaS Tier 2 Support Lead serves as the primary technical operations and support liaison for TaxEx SaaS clients during implementation, onboarding, parallel testing, and production operations. This role provides advanced troubleshooting, data consulting, file/data validation, customer configuration support, and technical tax setup guidance. The role acts as the escalation point for complex customer issues involving payroll tax data, tax code mapping data files, agency setup data requirements, API integrations, file processing, ACH/payment configuration, and production support. The position also helps customers successfully onboard and optimize TaxEx by resolving issues, validating data quality, and advising on best practices.

Requirements

7+ years supporting SaaS, payroll, tax, finance, HR technology, payroll integrations, or enterprise software platforms.
Ability to analyze XML, CSV, TXT, JSON and related integration files.
Experience with relational data structures, data validation, and configuration management.
Experience troubleshooting complex customer-facing software implementations.
Experience supporting APIs, integrations, data imports, and file-based processing solutions.
Experience managing escalated support incidents and technical support queues.

Nice To Haves

Familiarity with ACH, NACHA, payment processing, and file transfer concepts preferred.
Experience with payroll platforms such as SAP, Workday, UKG, Dayforce, Oracle HCM, or similar systems.
Experience participating in software implementations and UAT cycles.
Knowledge of payroll tax filing, garnishments, and payment processing operations.
SaaS operations or customer success experience.

Responsibilities

Review, validate, and troubleshoot customer onboarding files, including company setup, filer setup, employee data, tax setup files, tax detail files, and related data imports.
Identify, investigate, and resolve data quality issues before production deployment.
Analyze large-scale data loads for completeness, formatting errors, missing values, invalid identifiers, and compliance concerns.
Troubleshoot rejected files, malformed data, missing records, import failures, and downstream processing issues.
Coordinate customer history loads, parallel testing datasets, and production cutover readiness.
Support ongoing customer data synchronization and update processes.
Analyze XML, TXT, CSV, ACH/NACHA, tax detail, notification, and payment-related files.
Diagnose issues involving APIs, inbound/outbound file processing, integrations, authentication, notifications, and data transformations.
Validate inbound and outbound file specifications.
Support customer testing efforts involving payment files, agency files, filing extracts, notification feeds, and reconciliation processes.
Serve as Tier 2 escalation support for complex customer incidents and operational issues.
Assist customers with production operational readiness and daily processing support.
Manage technical support tickets through investigation, prioritization, documentation, communication, and closure.
Document recurring issues and contribute to the knowledge base and SOP development.
Coordinate and support integration testing, UAT, connectivity validation, parallel testing, and production cutover activities.
Validate API integrations, batch processes, nightly jobs, file exchanges, and operational workflows.
Track defects, testing outcomes, and readiness checkpoints.
Verify end-to-end customer processing before go-live.