Remote Tax Software Support Specialist

Filed; New York (NY); Remote; USD 66,000 - 78,000; Full time

Benefits offered by this job

Platinum-level medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid maternity and paternity leave

30 days paid holiday

Home office budget & latest computers

Company-wide offsites

Job summary

Filed is seeking a Technical Support Specialist to help tax firms when issues arise within Filed and the tax software they rely on. You will own tasks from ticket creation to troubleshooting, reproduction, and effective communication, with a focus on clarity and customer care.

We value the ability to stay calm under pressure, a tax background, and a penchant for learning how software is built. This is a fully remote role with growth into QA, product, onboarding, and customer success as the

Qualifications

• Experience as a tax preparer to recognize correct returns
• Experience with a ticketing system (Pylon, Zendesk, Intercom or Freshdesk) and respond quickly
• QA or technical background with testing/reproducing bugs or writing issues for engineers
• Familiarity with major tax platforms (CCH Axcess, UltraTax, Lacerte, ProConnect, Drake or GoSystem)
• Bonus if you’ve written bug reports or worked in Linear or Jira

Responsibilities

• Answer customer questions quickly and clearly in support inbox and on calls
• Troubleshoot issues inside Filed and the tax software firms use
• Reproduce problems so engineering can see exactly what the customer saw
• Write clear Linear tickets for engineers to act on
• Find workarounds to keep firms moving while fixes are built
• Spot patterns in customer reports and flag them early

Skills

Tax preparer experience

Ticketing system experience

QA or technical background

Tax platforms knowledge

Bug reporting experience

Tools

Pylon

Zendesk

Intercom

Freshdesk

Linear

Jira

Job description

Filed is seeking a Technical Support Specialist to help tax firms when issues arise within Filed and the tax software they rely on. You will own tasks from ticket creation to troubleshooting, reproduction, and effective communication, with a focus on clarity and customer care.

We value the ability to stay calm under pressure, a tax background, and a penchant for learning how software is built. This is a fully remote role with growth into QA, product, onboarding, and customer success as the