Technical Support Specialist, Tax

Location: New York, US; onsite

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

Company

hirify.global is an AI tax preparer used by accounting firms across the United States and integrated with the tax software they already use.

What you will do

• Answer customer questions quickly and clearly through the support inbox and phone calls.
• Troubleshoot issues in hirify.global and the tax platforms used by accounting firms.
• Reproduce customer problems and document what occurred for engineering.
• Write complete Linear tickets and identify workarounds while fixes are being developed.
• Recognize recurring customer issues and flag patterns before they spread.

Requirements

• Previous experience as a tax preparer and the ability to identify what a correct tax return looks like.
• Experience with a ticketing system such as Pylon, Zendesk, Intercom, or Freshdesk, with the ability to respond quickly without sacrificing accuracy.
• 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.
• Calmness under pressure, patience with stressed customers, clear written communication, curiosity about root causes, strong organization, and ownership through resolution.

Nice to have

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

Culture & Benefits

• Fast-paced work supporting tax firms during their busiest period, especially from January through April.
• Transparent compensation and company information; this role is assessed at Level 1 with three salary and equity packages.
• Platinum medical insurance fully covered for the employee and dependents, plus dental and vision insurance.
• 401(k), paid maternity and paternity leave, and at least 30 days of paid holiday annually.
• Latest computer equipment, a home office setup budget, 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.