Technical Support Specialist, Tax (Remote)

Filed • New York, NY

2d • $66,000 - $78,000 • Remote

About The Position

Filed is hiring a fully remote Technical Support Specialist to help tax firms resolve problems with Filed and the tax software they already use. The role is open to candidates anywhere in the United States except New York. You will respond quickly and clearly to customer questions through the support inbox and calls, troubleshoot issues, reproduce bugs, document them for engineering, find workarounds, and identify recurring patterns. The role requires tax preparation experience and familiarity with tax software, alongside customer support and some QA or technical experience.

The position sits in a fast-growing company and supports tax firms during their busiest season, January through April. Support documentation and processes are still being developed, so you may be the first to investigate an issue. Customers may be under deadline pressure, and the role calls for calm, clear, patient communication and ownership of problems through resolution. You will work closely with engineering by writing actionable tickets and testing fixes, gaining exposure to software development and potential pathways into QA, product, onboarding, or customer success.

The role is assessed at Level 1. Filed offers three salary-and-equity packages, selected 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. Compensation is not negotiated, and performance reviews occur every four months.

Requirements

• Experience working as a tax preparer and ability to recognize what a correct tax return looks like.
• Experience with 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.
• Calmness under pressure and patience with stressed customers.
• Clear written communication.
• Curiosity about why problems occur.
• Organization sufficient to manage many open conversations without dropping any.
• Ownership of customer problems through to completion.

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 in tax software used by firms.
• 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 working while fixes are being built.
• Identify patterns in customer reports and flag them before they spread.
• Follow 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.
• At least 30 days of paid holiday each year.
• Choice of a current computer 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