The Technical Tax Operations Lead serves as the primary technical operations and support liaison for clients during implementation, onboarding, parallel testing, and production operations. This role provides advanced troubleshooting, data consulting, file/data validation, 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, API integrations, file processing, ACH/payment configuration, and production support. The position also helps customers successfully onboard and optimize their tax operations by resolving issues, validating data quality, and advising on best practices.
KEY RESPONSIBILITIESData 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, and production cutover 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.
- Assist customers with production operational readiness and daily processing support.
- Manage technical support tickets through investigation, prioritization, documentation, communication, and closure.
- Document recurring issues and contribute to the knowledge 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- During Customer Implementation Activities, such as new customer onboarding, customer data conversions, initial tax setup and configuration, tax code mapping activities, and historical data loads and validation.
- For Complex Technical 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 data configuration questions.
- Direct Customer Issue Resolution is Required for mission-critical success, such as parallel testing customers, new feature rollouts, new payroll/HCM platform integrations, and process optimization.
QUALIFICATIONSRequired- 7+ years supporting 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, 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.
- Experience participating in software implementations and UAT cycles.
- Knowledge of payroll tax filing, garnishments, and payment processing operations.
- Operations or customer success experience.
#LI-REMOTE
