Support & QA Specialist, Tax (Remote)

This is a Fully Remote Job
About Our Client:
Filed operates in the tax technology sector, addressing the challenges faced by accounting firms in managing tax preparation efficiently. The organization integrates AI tools within existing tax software to automate routine tasks, enabling tax professionals to focus on advisory and client service. Filed supports a diverse range of tax firms across the United States and has secured significant investment to fuel its growth.
About the Opportunity:
The SUPPORT & QA SPECIALIST, TAX role is designed to serve as a critical link between customers and engineering teams by reproducing and documenting software bugs reported by users. This position ensures that issues are clearly understood and accurately communicated to facilitate timely resolutions. The specialist contributes to maintaining software reliability during critical tax periods, directly impacting customer satisfaction and operational continuity.
Responsibilities:
Reproduce customer-reported issues within Filed and associated tax software
Write detailed tickets with precise steps, expected vs. actual results, and supporting evidence
Respond promptly and clearly to customer support inquiries
Troubleshoot technical problems and identify workarounds
Verify fixes before customer communication and perform regression testing
Identify and report patterns in issues to prevent widespread problems
Requirements:
Experience in quality assurance or software testing, including bug reproduction and documentation
Customer support experience using ticketing systems like Pylon, Zendesk, Intercom, or Freshdesk
Background in tax, either through practice, software, or return preparation knowledge
Familiarity with major tax software platforms such as CCH Axcess, UltraTax, Lacerte, ProConnect, Drake, or GoSystem
Preferred experience with tools like Linear, Jira, browser developer tools, or screen recording
Strong methodical problem-solving and clear written communication skills
Patience and composure under deadline pressure
Pay Range and Compensation Package:
Most Equity: $66,000 per year plus $100,020 in equity
Great Equity: $72,000 per year plus $66,680 in equity
Good Equity: $78,000 per year plus $33,340 in equity
Benefits & Perks:
Platinum-level medical insurance fully covered for employees and dependents
Dental insurance
Vision insurance
401(k) retirement plan
Paid maternity and paternity leave
Minimum of 30 days paid holiday annually
Choice of latest computers and home office setup budget
Company-wide offsites every four months
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.

Work arrangement
Yes