Tax Software Support Pro — Fast-Paced & Impactful

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

Minimum 30 days paid holiday

Home office budget

Company-wide offsites

Job summary

Filed is the AI tax preparer trusted by America\'s accounting firms. It works inside the software firms already use, and takes on the work surrounding the accountant so tax professionals can spend their time on judgment, advice and their clients. We\'re backed by Northzone, Neo, Analog and Raine.

Filed pays openly and has clear levels for compensation and equity. In this role you will own support tasks, reproduce issues for engineers, and craft precise tickets to improve the product for hundreds

Qualifications

• Experience as a tax preparer and knowledge of a correct return.
• Experience with ticketing systems (Pylon, Zendesk, Intercom or Freshdesk) and fast replies.
• QA or technical background: testing software and reproducing bugs.
• Comfortable with major tax platforms (CCH Axcess, UltraTax, Lacerte, ProConnect, Drake, GoSystem).
• Bonus: bug reports or Linear, Jira experience.

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 knowledge

Customer support

QA mindset

Bug reproduction

Ticketing systems

Tools

Pylon

Zendesk

Intercom

Freshdesk

Linear

Jira

Job description

Filed is the AI tax preparer trusted by America\'s accounting firms. It works inside the software firms already use, and takes on the work surrounding the accountant so tax professionals can spend their time on judgment, advice and their clients. We\'re backed by Northzone, Neo, Analog and Raine.

Filed pays openly and has clear levels for compensation and equity. In this role you will own support tasks, reproduce issues for engineers, and craft precise tickets to improve the product for hundreds