[Remote] Tax Software QA & Support Analyst (Remote)

Note: The job is a remote job and is open to candidates in USA. Filed is hiring a Tax Software QA & Support Analyst to bridge customers and engineering by reproducing and documenting issues, responding to customer support requests, troubleshooting problems, and testing fixes and releases. The role supports tax firms using Filed and their existing tax software.

Responsibilities

• 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

Skills

• 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
• 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
• Bonus if you've used Linear or Jira, browser developer tools or screen recording to capture issues

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
• Fully remote for candidates based anywhere in the United States outside New York; preference for the Pacific or Mountain time zones

Company Overview