Technical Support Specialist, Tax; Remote

This role is fully remote, open to candidates based anywhere in the United States outside New York, with a preference for the Pacific or Mountain time zones.

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.

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.

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.

As a Technical Support Specialist, you're the person a firm reaches when something isn't working, and the person who makes sure it gets fixed properly:

• 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

• 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, Ultra Tax, Lacerte, Pro Connect, Drake or Go System

• Bonus if you've written bug reports or worked in Linear, Jira or a similar tool

• Calm under pressure, and patient with people who are stressed

• Clear writing: your tickets…