Senior Technical Support Specialist (SL2) Offline

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.
 

Who we're looking for:

We're in search of a talented and experienced Middle/Senior Technical Support Specialist (SL2) to take part in supporting development of our product.
 

What you will 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:

• 2-3+ 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 Hiring Manager