Tax Software Support Specialist (AI)

Location: New York, US; onsite

Salary: $77,000–$91,000 per year, plus equity options depending on the selected offer

Company

hirify.global is an AI tax preparer used by accounting firms, operating inside the tax software they already use to handle work surrounding accountants.

What you will do

• Answer customer questions quickly and clearly through the support inbox and calls.
• Troubleshoot issues in hirify.global and the tax software used by customer firms.
• Reproduce problems and document exactly what customers experienced for engineering.
• Write complete Linear tickets that engineers can act on.
• Find workarounds while fixes are being developed and identify recurring issue patterns.

Requirements

• Previous experience as a tax preparer and the ability to recognize a correct tax return.
• Experience with a ticketing system such as Pylon, Zendesk, Intercom, or Freshdesk, with fast and accurate customer responses.
• Some QA or technical experience, including software testing, reproducing bugs, or documenting issues for a technical team.
• Comfort using at least one major tax platform, such as CCH Axcess, UltraTax, Lacerte, ProConnect, Drake, or GoSystem.
• Ability to remain calm and patient with stressed customers, communicate clearly in writing, manage multiple conversations, and follow problems through to resolution.
• Interest in problem-solving, moving from tax into technology, and growing in a rapidly expanding company.

Nice to have

• Experience writing bug reports or working with Linear, Jira, or a similar tool.

Culture & Benefits

• Radical transparency around company finances, team salaries, stock options, and anonymous feedback.
• Level 1 compensation offers range from $77,000 to $91,000 per year, with equity ranging from $33,340 to $100,020; compensation is not negotiated.
• Performance reviews take place every four months.
• Fully covered platinum-level medical insurance, including dependents, plus dental and vision insurance and a 401(k) plan.
• Paid maternity and paternity leave, at least 30 days of paid holiday annually, computer and home-office setup budgets, and company-wide offsites every four months.

Hiring process

• 30-minute introductory call.
• 60-minute support scenario exercise involving troubleshooting and documenting a realistic customer issue.
• 60-minute final interview with Rachel and the team.