TaxEx SaaS Technical Operations Lead

OSV; United States; A distancia; USD 110.000 - 140.000; Jornada completa

Descripción de la vacante

OneSource Virtual (OSV) is seeking a TaxExSaaS Tier 2 Support Lead to serve as the primary technical operations and support liaison during implementation, onboarding, and production operations. This role provides advanced troubleshooting, data consulting, file/datavalidation, customer configuration support, and technical tax setup guidance.

The role acts as the escalation point for complex customer issues involving payroll tax data, tax code mapping data files, agency setup data requirements,

Formación

• 7+ years supporting SaaS, payroll, tax, finance, HR technology, payroll integrations, or enterprise software platforms.
• Ability to analyze XML, CSV, TXT, JSON and related integration files.
• Experience with relational data structures, data validation, and configuration management.
• Familiarity with ACH, NACHA, payment processing concepts preferred.
• Experience troubleshooting complex customer-facing software implementations.
• Experience supporting APIs, integrations, data imports, and file-based processing solutions.
• Experience managing escalated support incidents and technical support queues.

Responsabilidades

• Review,validate, and troubleshoot customer onboarding files, including company setup, filer setup, employee data, tax setup files, tax detail files, and related data imports.
• Identify, investigate, and resolve data quality issues before production deployment.
• Analyze large-scale data loads for completeness, formatting errors, missing values, invalid identifiers, and compliance concerns.
• Troubleshoot rejected files, malformed data, missing records, import failures, and downstream processing issues.
• Coordinate customer history loads, parallel testing datasets, and production cutover readiness.
• Support ongoing customer data synchronization and update processes.

Conocimientos

SaaS support

Payroll/tax knowledge

API integrations

Data validation

File processing

Troubleshooting complex deployments

Descripción del empleo

OneSource Virtual (OSV) has worked exclusively with Workday customers since 2008 to deliver compliant, in-tenant technology and expert services to automate the administrative, transactional tasks of payroll, taxes, earned wage access, accounts payable, and benefits. With over 1,500 customers, 92% retention, and $225+ billion in treasury movement annually, OSV helps organizationsmaximize their Workday investment andoperateit with confidence. Payroll, benefits, and finance solutions — all in one place.

ROLE SUMMARY

TheTaxExSaaS Tier 2 Support Lead serves as the primary technical operations and support liaison forTaxExSaaS clients during implementation, onboarding, parallel testing, and production operations. This role provides advanced troubleshooting, data consulting, file/datavalidation, customer configuration support,technicaltax setup guidance.

The role acts as the escalation point for complex customer issues involving payroll tax data, tax code mappingdata files, agency setupdatarequirements, API integrations, file processing, ACH/payment configuration, and production support. The position also helpscustomerssuccessfully onboard andoptimizeTaxExbyresolving issues,validatingdata quality, and advisingon best practices.

KEY RESPONSIBILITIES

Data Onboarding & Validation

• Review,validate, and troubleshoot customer onboarding files, including company setup, filer setup, employee data, tax setup files, tax detail files, and related data imports.

• Identify, investigate, and resolve data quality issues before production deployment.

• Analyze large-scale data loads for completeness, formatting errors, missing values, invalid identifiers, and compliance concerns.

• Troubleshoot rejected files, malformed data, missing records, import failures, and downstream processing issues.

• Coordinate customer history loads, parallel testing datasets, andproductioncutover readiness.

• Support ongoing customer data synchronization and update processes.

Technical Support,Data Operations& Issue Resolution

• Analyze XML, TXT, CSV, ACH/NACHA, tax detail, notification, and payment-related files.

• Diagnose issues involving APIs, inbound/outbound file processing, integrations, authentication, notifications, and data transformations.

• Validate inbound and outbound file specifications.

• Support customer testing efforts involving payment files, agency files, filing extracts, notification feeds, and reconciliation processes.

• Serve as Tier 2 escalation support for complex customer incidents and operational issues.

• Assistcustomerswith productionoperational readiness and daily processing support.

• Managetechnicalsupport tickets through investigation, prioritization, documentation, communication, and closure.

• Document recurring issues and contribute totheknowledge base and SOP development

Testing & Production Readiness

• Coordinate and support integration testing, UAT, connectivity validation, parallel testing, and production cutover activities.

• Validate API integrations, batch processes, nightly jobs, file exchanges, and operational workflows.

• Track defects, testing outcomes, and readiness checkpoints.

• Verify end-to-end customer processing before go-live.

WHEN THIS ROLE IS ENGAGED

• DuringCustomer Implementation Activities, such as new SaaS customer onboarding, customer data conversions, initial tax setup and configuration, tax code mapping activitiesand historical data loads and validation.

• For ComplexTechnical Issues& Escalations, such as complex production incidents,API integration failures, import/export file errors, data integrity concerns, filing and payment processing exceptions,ACH/payment setup problems, and dataconfiguration questions.

• Direct Customer Issue Resolution is Required for mission criticalsuccess,such asParallel testing customers, new feature rollouts, new payroll/HCMplatform integrations, and process optimization.

QUALIFICATIONS

Required

• 7+ years supporting SaaS, payroll, tax, finance, HR technology,payroll integrations,or enterprise software platforms.

• Ability to analyze XML, CSV, TXT,JSONand related integration files.

• Experience with relational data structures, data validation, and configuration management.

• Familiarity with ACH, NACHA, payment processing, and file transfer concepts preferred.

• Experience troubleshooting complex customer-facing software implementations.

• Experience supporting APIs, integrations, data imports, and file-based processing solutions.

• Experience managing escalated support incidents and technical support queues.

Preferred

• Experience with payroll platforms such as SAP, Workday, UKG, Dayforce, Oracle HCM, or similar systems.

• Experienceparticipatingin software implementations and UAT cycles.

• Knowledge of payroll tax filing, garnishments, and payment processing operations.

• SaaS operations or customer success experience.

#LI-REMOTE

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.