Technical Support Specialist, Tax

Filed • New York, NY

2d • $77,000 - $91,000

About The Position

Filed is hiring a Technical Support Specialist to help tax firms resolve issues with Filed and the tax software they already use. The role combines customer support, tax-preparation knowledge, troubleshooting, and collaboration with engineering. The specialist answers questions through the support inbox and on calls, investigates and reproduces problems, documents them in actionable tickets, and finds workarounds while fixes are developed. They also identify recurring customer-reported issues and flag patterns early.

The work takes place in a fast-growing company, with the busiest period running from January through April. Some solutions and documentation are still being developed, so the specialist may need to investigate unfamiliar issues. The role calls for staying calm and clear with customers under deadline pressure and taking ownership of problems through resolution. It offers exposure to software development, with potential career paths into QA, product, onboarding, and customer success.

The role is assessed at Level 1. The salary and equity options are $77,000 per year plus $100,020 of equity, $84,000 per year plus $66,680 of equity, or $91,000 per year plus $33,340 of equity. Compensation is not negotiated, and employees at the same level receive the same three offers depending on location. Performance reviews take place every four months.

Requirements

• Experience working as a tax preparer and knowledge of what constitutes a correct return.
• 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 with at least one major tax platform, such as CCH Axcess, UltraTax, Lacerte, ProConnect, Drake, or GoSystem.
• Ability to remain calm and patient with stressed customers.
• Clear writing skills for customer replies and tickets.
• Curiosity about why problems occur.
• Organization to manage many open conversations without dropping them.
• Ownership and follow-through in resolving problems.

Nice To Haves

• Experience writing bug reports.
• Experience with 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 the tax software firms already use.
• Reproduce problems so engineering can see what the customer experienced.
• Write clear, complete Linear tickets that engineers can act on.
• Find workarounds to keep firms moving while fixes are being built.
• Spot patterns in customer reports and flag them before they spread.
• Take ownership of customer 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 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