Tier 2 Support Specialist

This is a fully remote position, open to applicants in Utah.

📋 Description

• Take charge of intricate Tier 2 cases from identification to resolution, encompassing filing discrepancies, state notices, stuck registrations, and refund claims.

• Reconcile customer data with company records and trace transactions effectively.

• Communicate with state Departments of Revenue and other tax authorities to address and resolve issues.

• Conduct research on state guidelines, statutes, and jurisdiction databases utilizing primary sources and AI tools, followed by verification of findings.

• Document solutions to enhance the efficiency of resolving future cases.

• Craft accurate, clear, and empathetic responses for customers.

• Investigate issues related to Shopify, Stripe, and custom API integrations.

• Reproduce technical challenges and deliver actionable bug reports to the Engineering team.

• Identify recurring issues and suggest appropriate fixes.

• Share knowledge, support teammates, and enhance documentation and processes.

⛳️ Requirements

• One of the following is required: 2+ years of direct experience in US sales tax, VAT, or indirect tax compliance, or 5+ years in customer support or customer-facing technical roles managing cases from start to finish.

• Candidates with a tax background must have directly engaged with state DORs or other tax authorities to resolve issues.

• Candidates with deep expertise must have mastered a complex domain and demonstrated rapid learning through training, documentation, certifications, or managing challenging cases.

• Strong research skills and the ability to verify primary sources and document findings.

• Experience in a customer-facing role supporting a SaaS product.

• Familiarity with SQL or similar query/log tools and the ability to read JSON API requests and responses, or a clear willingness and eagerness to learn.

• Exceptional written English skills and the capability to explain complex issues to non-technical customers.

• Experience with tax software or compliance platforms, state and local GIS/jurisdiction databases, or process-building in startups is a plus.

🏝️ Benefits

• Equity.

• Comprehensive medical, dental, and vision coverage.

• Wellness perks, including access to Headspace and the Peloton One App.

• 401(k) plan.

• Lunch and snacks provided when you’re in the office.

• Regular team offsites and company events.

• A culture focused on ownership.