What You'll OwnAs 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
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 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)
- Support scenario exercise: a real-style customer issue to troubleshoot and write up (60 minutes)
- Final round with Rachel and the team (60 minutes)
