Tier 2 Support Specialist

Job Description:

  • Own complex Tier 2 cases from identification through resolution, including filing discrepancies, state notices, stuck registrations, and refund claims
  • Reconcile customer figures with company data and trace transactions
  • Contact state Departments of Revenue and other tax authorities to resolve issues
  • Research state guidance, statutes, and jurisdiction databases using primary sources and AI tools, then verify findings
  • Document solutions so future cases can be resolved more efficiently
  • Write accurate, clear, and empathetic customer responses
  • Investigate Shopify, Stripe, and custom API integration issues
  • Reproduce technical problems and provide actionable bug reports to Engineering
  • Identify recurring issues and propose fixes
  • Share knowledge, assist teammates, and improve documentation and processes

Requirements:

  • One of the following required: 2+ years of hands-on US sales tax, VAT, or indirect tax compliance work, or 5+ years in customer support or customer-facing technical roles owning cases end to end
  • Tax-background candidates must have worked directly with state DORs or other tax authorities to resolve issues
  • Deep-expertise candidates must have mastered a complex domain and demonstrate rapid learning through trainings, documentation, certifications, or ownership of difficult cases
  • Strong research habits and ability to check primary sources and show work
  • Experience supporting a SaaS product in a customer-facing role
  • Comfort with SQL or similar query/log tools and reading JSON API requests and responses, or clear aptitude and eagerness to learn
  • Excellent written English and ability to explain complex issues to non-technical customers
  • Experience with tax software or compliance platforms, state and local GIS/jurisdiction databases, or startup process-building is nice to have

Benefits:

  • Equity
  • Full medical, dental, and vision coverage
  • Wellness perks including Headspace and the Peloton One App
  • 401(k)
  • Lunch and snacks when you're in the office
  • Regular team offsites and company events
  • Ownership-focused culture
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