Support Engineer

Tax App LLC; Los Angeles (CA); In loco; USD 120.000 - 180.000; Tempo pieno

Descrizione del lavoro

TaxApp is seeking an experienced Support Engineer to be the first line of help for TaxApp. You will work on site with staff and clients, digging into data, logs and code to explain and fix issues, whether data, configuration or bugs.

You’ll join a fast-paced team that relies on TaxApp to serve clients and uses AI tools to accelerate investigations. You’ll handle sign-ins, payments, e-signatures and reporting issues, with a focus on keeping TaxApp running smoothly.

Competenze

• 5–10+ years of professional experience as a .NET engineer, supporting production apps.
• Strong SQL skills with joins, aggregates and window functions; PostgreSQL preferred.
• Solid C#/.NET skills with ASP.NET Core MVC and ability to trace through unfamiliar code.
• Experience with EF Core, migrations, and LINQ; identify data vs query bugs.
• Experience writing automated tests (xUnit or NUnit).
• Basic AWS knowledge; read CloudWatch logs and check service health.

Mansioni

• Serve as the first contact for TaxApp problems from staff and clients on the portal.
• Triaging issues by business impact; prioritize payment problems, outages, privacy/compliance.
• Reproducing issues and classifying as bug, data problem, training question or feature request.
• Investigating data issues with SQL in PostgreSQL and applying careful fixes.
• Trace problems through C#/.NET code and locate matching logs in AWS CloudWatch.
• Check application health on AWS and perform approved actions per runbooks.
• Fix bugs in C#/.NET code, write tests, and submit PRs with clear descriptions.
• Coordinate with wider engineering for larger problems; provide evidence-based reports.
• Offer updates to staff on releases and maintain helpful runbooks and FAQs.
• Work with integrations and vendor dashboards to diagnose payment, bank, e-signature issues.

Conoscenze

SQL proficiency

C#/.NET

Automated testing

Bug triage & debugging

Clear bug reports

AWS basics

Git/GitHub workflow

AI-assisted debugging

On-site collaboration

Communication under pressure

Strumenti

PostgreSQL

ASP.NET Core MVC

Entity Framework Core

xUnit/NUnit

CloudWatch

Docker (nice to have)

Jira/Linear/ClickUp

Descrizione del lavoro

TaxApp is a tax services company. Our main product, TaxApp, is the CRM our staff use to run tax cases and the portal our clients use to share information, sign forms and make payments. Our primary goal is to assist clients who owe backtaxes to the IRS and make the process simpler for them.

About the role

We're looking for a Support Engineer to be the first line of help when something in TaxApp isn't working. You'll work on site with the staff who use TaxApp every day and help our clients on the portal. When a problem comes in, you'll dig into the data, logs and code to explain exactly why it happened. Then you'll fix it yourself, whether it's a data issue, a configuration problem or a bug in the code, and make sure it stays fixed.

Your focus is keeping TaxApp working well rather than building new features. This role is for an experienced engineer who enjoys finding out why things break, fixing them properly, and explaining what happened calmly to the people affected.

You'll be joining a fast-paced, high-intensity environment, working closely with our sales, accounting and legal teams, who rely on TaxApp to serve clients. Priorities can shift quickly, especially during busy periods, so staying organized and calm under pressure matters.

We're also an AI-first team. Our senior engineers use AI coding tools to produce a large volume of code every day, so changes ship often. You'll use AI tools such as Cursor, Claude Code and Grok Bot in your own work to read unfamiliar code quickly, investigate issues, draft queries and write clear reports, while checking what they produce carefully.

What you'll do

• Be the first point of contact for TaxApp problems from two groups: staff in the CRM, such as case managers, office managers and team leads, and clients on the portal.
• Triage each issue by business impact. Payment problems, client-facing outages and anything involving privacy or compliance come first.
• Reproduce problems and work out whether each one is a bug, a data problem, a training question or a feature request.
• Investigate data issues with SQL in PostgreSQL, and make careful, reviewed data fixes following our procedures.
• Trace a problem through the application: read stack traces, follow a request through the C#/.NET code, and find the matching logs in AWS CloudWatch using the error reference number the app shows.
• Check the health of the application on AWS, for example whether services are running and healthy, and take approved actions such as restarts using our runbooks.
• Troubleshoot common issues, including:
• Client portal sign-in, password resets and invites, and clients stuck partway through questionnaires and organizers
• E-signature forms, such as IRS Forms 8821 and 2848, service agreements and ACH authorizations, that weren't sent or show the wrong status
• Declined payments, installment and subscription questions, and balances that don't match
• Staff who can't see cases, financial details or reports because of their role or permissions
• Case searches, saved reports and Excel exports
• Duplicate clients, wrong case stages and other clean-up requests
• Work with our integrations and their vendor dashboards to diagnose problems with payments (Authorize.Net), bank connections (Plaid), e-signatures (BoldSign), email (SendGrid and Gmail), and phone calls and text messages (Amazon Connect and Twilio).
• Fix bugs in the C#/.NET code yourself: write the fix and automated tests, and open a pull request with a clear description of the cause, the fix and how you verified it. All pull requests are reviewed and approved before they're merged and deployed.
• Bring in the wider engineering team for larger problems, such as design or architecture issues, with clear, well-evidenced reports.
• Check fixes after each release and gather early feedback from staff.
• Work with the sales, accounting and legal teams to understand how issues affect clients and their own work, and keep them informed.
• Use AI tools to speed up investigations, such as explaining code paths, summarizing logs and drafting queries and bug reports, and verify the results before acting on them.
• Keep staff updated with short status notes and plain explanations of what changed in each release, and build a help and FAQ library over time.
• Handle taxpayer information, such as Social Security numbers, tax records and bank details, with discretion, and never copy it into tickets or chat.

What you'll need (must-haves)

• 5 to 10 years of professional experience as a .NET engineer, including time supporting or maintaining production web applications.
• Strong SQL skills. You're comfortable writing joins, aggregates and window functions to investigate data, and making careful data changes inside transactions. PostgreSQL experience is preferred.
• Strong C# and .NET skills, with hands-on ASP.NET Core MVC experience. You can quickly follow a request through unfamiliar code, trace a stack trace to the line that failed and pinpoint the fix needed.
• Solid experience with Entity Framework Core, including migrations and LINQ, and the ability to tell whether a bug is in the data or in the query.
• Experience writing automated tests, such as unit tests with xUnit or NUnit.
• Basic working knowledge of AWS, especially reading CloudWatch logs and checking service health.
• Day-to-day experience with Git and GitHub, including opening and responding to reviews on pull requests.
• Hands-on experience using AI tools such as Cursor, Claude Code or Grok Bot in technical work, along with the judgment to check their output and keep sensitive data out of them.
• Comfort working in a fast-paced, high-intensity environment with changing priorities and frequent releases.
• Excellent written bug reports and clear, patient communication with non-technical people, especially when they're frustrated or on a deadline.
• Good judgment and discretion with sensitive personal and financial data.
• Ability to work on site at our office.

Nice to have

• Experience supporting a tax practice, accounting firm or tax resolution business, or familiarity with IRS forms.
• Hands-on experience with any of our integrations or similar tools: Authorize.Net, Plaid, BoldSign or DocuSign, SendGrid, Amazon Connect or Twilio.
• Docker, running an application locally, or reading infrastructure-as-code.
• Setting up monitoring, alerts and dashboards.
• A ticketing tool such as Jira, Linear or ClickUp.
• Scripting in PowerShell, Python or Bash.
• Writing help articles, runbooks or training material.
• An AWS certification, such as Cloud Practitioner or SysOps Administrator Associate.

Our commitment

TaxApp is an equal opportunity employer. We welcome applicants of every background and don't discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected characteristic. If you need an accommodation during the hiring process, please let us know. You don't need to meet every listed qualification to apply; if this role excites you, we'd like to hear from you.