A Different Kind Of Job DescriptionSo 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 jobBugs don't arrive with instructions. A customer tells you "it didn't work." Your job is to work out exactly what they did, with which return, in which tax software, and make it happen again on your own screen. If you can't reproduce it, engineering can't fix it.
Your ticket is the fix's starting point. Engineers will build from what you write. Vague steps mean days of back and forth while a firm waits. You'll need to be precise every time.
The pace is fast. Our customers are tax firms in their busiest weeks. When something breaks, they need an answer today, and a workaround while the real fix is built.
It isn't fixed until you've checked. You'll retest every fix before telling a customer it's resolved, and you'll recheck after releases that nothing else broke.
Why it might be the best career move you'll makeYou'll sit between customers and engineering. Few roles see both sides this clearly. You'll learn how real firms use tax software, and how software actually gets built.
Your work ships. A bug you reproduce on Monday becomes a fix every firm on Filed benefits from. A workaround you find saves a firm hours the same day.
You'll grow as fast as we do. Filed is adding millions of dollars of revenue every quarter, and the support and QA function is still small. People who start here move into QA, product and engineering-adjacent roles.
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- Reproducing customer-reported issues step by step, inside Filed and the tax software firms already use
- Writing clear, complete Linear tickets with exact steps, expected versus actual results, screenshots and sample data, so engineers can act straight away
- Answering customer tickets quickly and clearly in our support inbox
- Troubleshooting technical issues and finding workarounds that keep firms moving
- Verifying fixes before they go back to the customer, and regression testing after releases
- Spotting patterns across tickets and flagging them before they spread
Your Hard Skillset- Hands-on QA or software testing experience: you've reproduced bugs and written them up for an engineering team
- Customer support experience in a ticketing system such as Pylon, Zendesk, Intercom or Freshdesk
- A tax background, either at a tax or accounting firm, at a tax software company, or preparing returns yourself. You don't need to be a preparer, but you should know your way around a return.
- Familiarity with at least one major tax platform, such as CCH Axcess, UltraTax, Lacerte, ProConnect, Drake or GoSystem
- Bonus if you've used Linear or Jira, browser developer tools or screen recording to capture issues
Your Soft Skillset- Methodical: you change one thing at a time until you find what breaks
- Clear writing: your tickets and replies leave no room for confusion
- Curious: you want to know why something broke, not just that it did
- Calm and patient with customers who are under deadline pressure
- You take ownership and follow a problem through to the fix
Who This Suits- People who enjoy hunting down a problem more than answering the same question twice
- Support professionals who want to move into QA and product
- Tax professionals who want to move into tech without leaving their expertise behind
How We PayNothing 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)
- Bug reproduction exercise: we give you a real-style customer report, you reproduce the issue and write the ticket (60 minutes)
- Final round with Rachel and the team (60 minutes)
