Tax Software Support Specialist

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

A Different Kind Of Job Description

At Filed, we believe in radical transparency. Everything is open: company finances, team salaries, stock options, anonymous team feedback. That extends to how we talk about this job. So instead of a list of perks, we'll start with what's genuinely hard about it, then tell you why it might be the best move you'll make.

At Filed, we believe in radical transparency. Everything is open: company finances, team salaries, stock options, anonymous team feedback. That extends to how we talk about this job. So instead of a list of perks, we'll start with what's genuinely hard about it, then tell you why it might be the best move you'll make.

What's Hard About This Job

The pace is fast. We're a young company growing quickly, and our customers are tax firms in the middle of their busiest weeks. When something isn't working for them, they need an answer today, not next week.

Tax season is tax season. You've lived it as a preparer, so you know. January to April is our busiest stretch too. The difference is that you'll be the one helping hundreds of preparers get through it, not grinding through your own stack.

Not every answer is in a help doc yet. We're building the playbook as we go. Some days you'll be the first person to see a problem, and you'll need to work out what's happening before anyone else can.

Customers aren't always calm. A preparer with a deadline and a stuck return isn't at their most patient. You'll need to stay steady, clear and kind when they're not.

Why it might be the best career move you'll make

You've done the work, so you're the one they trust. Most support teams can't tell a K-1 from a W-2. You can. When a firm calls in, you understand their problem in the first minute, and that makes you far more valuable than a typical support hire.

You'll learn how software gets built. You'll write the tickets our engineers work from, reproduce issues and test the fixes. Few roles give a tax professional this much exposure to how a product is made. People who start here move into QA, product, onboarding and customer success.

You'll grow as fast as we do. Filed is adding millions of dollars of revenue every quarter, and the support team is still small. The people who join now will help shape how it's built and who it hires next.

You'll see the impact immediately. A workaround you find on Tuesday saves a firm hours on Wednesday. A ticket you write becomes a fix that every firm on the platform benefits from.

We've raised $17.2 million to date, led by Northzone, and we work with tax firms across the country, from regional practices to some of the biggest names in the profession.

What You'll Own

• 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

Your Hard Skillset

• 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

Your Soft Skillset

• Calm under pressure, and patient with people who are stressed
• Clear writing: your tickets and replies leave no room for confusion
• Curious: you want to know why something broke, not just that it did
• Organized enough to juggle many open conversations without dropping any
• You take ownership and follow a problem through to the end

Who This Suits

• People who like solving problems more than they like preparing returns
• People who want to move from tax into tech without leaving their expertise behind
• People who want to grow quickly in a company that's growing quickly

How We Pay

Nothing at Filed is behind closed doors. Everyone sees everyone else's salary, and compensation isn't a negotiation. Depending on your location, everyone at the same level receives the same three offers. This role is assessed at Level 1. The salary and equity bandings are:

• Most Equity: $77,000 per year + $100,020 of equity
• Great Equity: $84,000 per year + $66,680 of equity
• Good Equity: $91,000 per year + $33,340 of equity

We run performance reviews every four months, so strong work is recognized quickly.

Benefits

• Platinum-level medical insurance, fully covered for you, with 100% coverage for your dependents as well
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Paid maternity and paternity leave
• A minimum of 30 days of paid holiday every year
• Your choice of the latest and greatest computers, plus a budget for your home office setup
• Company-wide offsites every four months

The process

• Quick intro call (30 minutes)
• Support scenario exercise: a real-style customer issue to troubleshoot and write up (60 minutes)
• Final round with Rachel and the team (60 minutes)

About Filed

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.