Tier 2 Support Specialist

October 5, 2026

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:

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