Tax-Driven Technical Support Engineer

Filed; New York (NY); On-site; USD 77,000 - 91,000; Full time

Benefits offered by this job

Platinum-level medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid maternity and paternity leave

A minimum of 30 days of paid holiday

Your choice of the latest computers +

Company-wide offsites

Job summary

Filed is the AI tax preparer trusted by America's accounting firms. It works inside familiar software and makes tax work faster for firms. This role is for a Technical Support Specialist who helps tax preparers when things break and shapes how our product is used.

You'll write clear tickets, reproduce issues for engineering, and stay calm with busy firms during tax season. The team is ambitious and growth-focused, with meaningful impact from day one.

Qualifications

• Experience as a tax preparer.
• Experience with ticketing systems (Pylon, Zendesk, Intercom, Freshdesk).
• QA or technical background: testing software, reproducing bugs, or writing up issues for a technical team.
• Familiarity with major tax platforms (CCH Axcess, UltraTax, Lacerte, ProConnect, Drake, GoSystem).
• Bonus if you've written bug reports or worked in Linear, Jira.

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 preparer

Ticketing systems

QA background

Tax platforms

Bug reports / Jira

Tools

Pylon

Zendesk

Intercom

Freshdesk

Linear

Jira

Job description

Filed is the AI tax preparer trusted by America's accounting firms. It works inside familiar software and makes tax work faster for firms. This role is for a Technical Support Specialist who helps tax preparers when things break and shapes how our product is used.

You'll write clear tickets, reproduce issues for engineering, and stay calm with busy firms during tax season. The team is ambitious and growth-focused, with meaningful impact from day one.