Remote Tax Software Support Specialist - Fast-Paced Impact

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

Minimum 30 days paid holiday

Equipment budget for home office

Company-wide offsites

Job summary

Filed is hiring a Tax Software Support Specialist to help tax firms when things go wrong. You will diagnose issues, reproduce bugs for engineering, and write clear tickets to drive fixes, all while maintaining calm, clear communication with busy preparers.

We value transparency: salary bands are published, and the team grows quickly as the product expands. You’ll interact with engineers, product, onboarding and customer success as part of a fast-moving, remote-first company.

Qualifications

• You've worked as a tax preparer and know what a correct return looks like.
• Experience in a ticketing system such as Pylon, Zendesk, Intercom or Freshdesk, and you're used to replying fast without cutting corners.
• Some QA or technical background: testing software, reproducing bugs, or writing up issues for a technical team.
• Comfortable in at least one major tax platform, such as CCH Axcess, UltraTax, Lacerte, ProConnect, Drake or GoSystem.
• Bonus if you've written bug reports or worked in Linear, Jira or a similar tool.

Responsibilities

• Answering customer questions quickly and clearly, in the support inbox and on calls.
• Troubleshooting issues inside Filed and the tax software firms already use.
• Reproducing problems so engineering can see exactly what the customer saw.
• Writing clear, complete Linear tickets that engineers can act on straight away.
• Finding workarounds that keep firms moving while the fix is being built.
• Spotting patterns in what customers report and flagging them before they spread.

Skills

Tax preparation experience

Ticketing systems

QA/technical background

Major tax platforms

Bug reports / Linear / Jira

Tools

Pylon

Zendesk

Intercom

Freshdesk

Linear

Jira

Job description

Filed is hiring a Tax Software Support Specialist to help tax firms when things go wrong. You will diagnose issues, reproduce bugs for engineering, and write clear tickets to drive fixes, all while maintaining calm, clear communication with busy preparers.

We value transparency: salary bands are published, and the team grows quickly as the product expands. You’ll interact with engineers, product, onboarding and customer success as part of a fast-moving, remote-first company.