Tax Software QA & Support Analyst
Filed
New York, NYFresher57m agovia LinkedIn
About the Role
This role sits between customers and engineering, offering a clear view of both sides. You will learn how real firms use tax software and how software is built. Your work directly contributes to product improvements and customer solutions.
Key Responsibilities
- Reproducing customer-reported issues step-by-step within Filed and existing tax software.
- Writing clear, complete tickets with exact steps, expected versus actual results, screenshots, and sample data.
- Answering customer tickets quickly and clearly.
- Troubleshooting technical issues and finding workarounds.
- Verifying fixes and performing regression testing after releases.
- Spotting and flagging patterns across tickets.
Requirements & Tech Stack
- Hands-on QA or software testing experience with bug reproduction and ticket writing for engineering teams.
- Customer support experience using a ticketing system like Pylon, Zendesk, Intercom, or Freshdesk.
- Tax background (tax/accounting firm, tax software company, or return preparation). Familiarity with tax return components is required.
- Familiarity with at least one major tax platform: CCH Axcess, UltraTax, Lacerte, ProConnect, Drake, or GoSystem.
- Bonus skills: Experience with Linear, Jira, browser developer tools, or screen recording for issue capture.
Qualifications
- Methodical: Ability to change one variable at a time to identify issues.
- Clear writing skills: Producing unambiguous tickets and replies.
- Curious: A desire to understand the root cause of issues.
- Calm and patient with customers under deadline pressure.
- Ownership: Following problems through to resolution.
About Filed
Filed is an AI tax preparer for accounting firms, designed to integrate with existing software. It automates work surrounding tax preparation, allowing tax professionals to focus on judgment and client advice. The company has raised $17.2 million and works with tax firms nationwide.