About Our Client:
The organization operates in the tax preparation software industry, addressing the challenge of managing the workload and efficiency of tax firms during peak tax season. It integrates with existing tax software to streamline processes, enabling tax professionals to focus on higher-level judgment and client advice. The program collaborates with tax firms nationwide, ranging from regional practices to major firms, and has secured significant funding to support its rapid growth.
About the Opportunity:
The TECHNICAL SUPPORT SPECIALIST role focuses on providing expert support to tax firms using the platform, ensuring swift resolution of issues during critical periods. This position serves as the key contact for firms experiencing problems, delivering clear solutions and facilitating effective communication between customers and engineering teams. The role significantly impacts customer satisfaction and product improvement by translating tax expertise into actionable technical insights.
Responsibilities:
Respond promptly and clearly to customer inquiries via email and calls
Troubleshoot issues within the platform and connected tax software
Reproduce customer problems to assist engineering in diagnosis
Create detailed, actionable tickets for engineers
Identify interim solutions to keep firms operational
Detect and escalate recurring issues to prevent wider impact
Requirements:
Experience as a tax preparer with knowledge of correct tax returns
Familiarity with ticketing systems like Pylon, Zendesk, Intercom, or Freshdesk
Some background in QA or technical troubleshooting and bug reporting
Proficiency with major tax platforms such as CCH Axcess, UltraTax, Lacerte, ProConnect, Drake, or GoSystem
Preferred experience with bug tracking tools like Linear or Jira
Ability to remain calm and patient under pressure
Clear and concise written communication skills
Curiosity to investigate root causes of issues
Organized with the ability to manage multiple cases simultaneously
Ownership mentality to see problems through to resolution
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 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:
RemoteHunter 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.