Technical Support Specialist (SL2)

About TaxDome

TaxDome is a fast-growing SaaS platform transforming how accounting and tax professionals run their businesses. Our all-in-one solution powers thousands of firms globally to automate workflows, enhance client experience, and grow efficiently. 

Behind our product is a support team that’s not just reactive — we're strategic, curious, and technical to the core.

What You’ll Do

This isn’t your average support role. You’ll join a skilled Level 2 support team that acts as the brain trust for tough technical challenges — bridging Support, Product, and Engineering.

• Investigate and resolve escalated technical issues reported directly by customers or escalated internally by the SL1 team.

• Analyze logs and dig into the codebase to identify bugs or platform issues

• Support clients with advanced website setup (e.g., custom domains, landing pages)

• Assist in configuring integrations and automation workflows

• Build step-by-step troubleshooting guides and improve internal documentation

• Collaborate closely with developers when deep technical expertise is needed

• Participate in cross-team calls to align on ongoing questions and processes

• Proactively identify recurring issues and recommend systemic fixes

• Cover 2–3 evening shifts per week to support global clients

Key Metrics You’ll Own

• First Response Time and CSAT

• Rate of successful issue investigation without escalation

• Internal satisfaction from cross-functional collaboration

What You Bring

• 2+ years of experience in technical support, QA, or systems analysis

• Upper-intermediate or higher English (spoken and written)

• Proficient in reading logs and basic code

• Comfortable with HTML, CSS, and web troubleshooting

• Clear communicator who can explain technical concepts simply

• Strong analytical skills — you thrive on root cause analysis

• Experience with CMS or website builders is a plus

• Located in EST or European time zones

Bonus Points If You Have

• Experience with scripting or automation tools

• Background in InfoSec, QA, or system integration

• Familiarity with Intercom, Jira, or similar platforms

How We Work

• Remote-first, async-friendly team across 40+ countries

• Ownership mindset — we value initiative over micromanagement

• Rapid iteration with tight feedback loops

• You’ll have autonomy, clarity, and strong peer support from day one

What Success Looks Like

• You independently solve complex support tickets and reduce SL1 escalations

• You help raise the technical bar across Support through documentation and mentoring

• You identify patterns in issues and surface insights to Product and Engineering

• You evolve your role — many of our SL2s move into QA, InfoSec, Systems, or Ops within 12–18 months

Why Join Us

• Work on meaningful, complex challenges — and actually see your impact

• Be part of a close-knit, technically skilled team that collaborates across the org

• Grow your career in the direction you choose — many of our SL2s go on to QA, Systems Analysis, InfoSec, and more

• Flexible remote setup, smart teammates, and a product you’ll be proud to support

Interview Process

• Intro call with recruiter

• Practical task-based assessment

• Technical Interview

• Cultural Interview with the Hiring Manager