Technical Support Engineer, TaxJar
Simplifying sales tax for businesses
Job no longer available
Simplifying sales tax for businesses
101-200 employees
Job no longer available
101-200 employees
Company mission
TaxJar's mission is to automate the sales tax experience for online businesses. They aim to use cloud computing to ensure less time is spent on sales tax compliance and more time is spent on growth.
Role
Who you are
- You’re a support professional with a solid technical edge. You don’t need to be an engineer or have completed code school, but we do expect you to be comfortable with APIs, eCommerce platforms and integrations, and be familiar with a few programming languages such as Ruby/Ruby on Rails, PHP, JavaScript/Node, or other languages we have clients for
- You’re empathetic. We’re passionate about customer experience and we look for support team members who start by putting themselves in the customer’s shoes and working toward a resolution from there
- You’re an agile communicator. You know how to tailor your delivery depending on the audience--from a CFO or CPA who has a great grasp of sales tax compliance but may not be as well versed in the technical side to a developer who is driving the technical implementation but isn’t as familiar with sales tax law or a stakeholder who’s new to both compliance and the technology
- You are curious and resourceful--you’re comfortable with the ambiguity of not having a step-by-step resolution for every issue you encounter, but you’re willing to ask questions and troubleshoot with the available resources to find a solution
- You’re a team player, and this means you can also accept that you won’t be able to solve everything alone and you’re not too proud to ask the wider team for help and escalate to our Engineers when we can’t find an answer
- You’re responsive--you’re aware that there are customers waiting at the other end of the ticket and if they write in looking for updates while you’re working toward a resolution, you’ll let them know you’re still working on finding the answers to their questions
- You enjoy learning to use new tools and exploring new topics and can easily take what you’ve learned and explain those new tools or topics to other people
- You’re collaborative--not just in solving the problem itself or advocating for our customers with cross-functional teams, but also in continually contributing to our documentation sources
- You’re excited by the challenge of sales tax--the laws are different from state to state and new laws are written often. It takes a considerable amount of grit to dig in and become a subject matter expert and every day new challenges will arrive in the support inbox. This won’t be a job where you’ll learn everything in a few weeks and coast from there, and you’re ok with that (and hopefully even excited about this!)
- Accountability - You enjoy autonomy in your workday and have the discipline and skillset to take ownership and follow through on projects on your plate, whether that’s as simple as closing the loop on a support ticket or pushing a larger support project across the finish line
- 1 or more years of SaaS technical support
- Customer-facing communication as well as internal documentation experience
- Familiarity with two or more languages such as Ruby/Ruby on Rails, PHP, JavaScript/Node, Python, Java, C#/.NET, Go
- Integrating systems and tools utilizing APIs
- Supporting APIs by utilizing troubleshooting tools such as Postman and logging systems
- Supporting eCommerce platforms, integrations, or ERPs
What the job involves
- Our Software Support Engineers are the final destination of escalation within our Customer Support team for customers who have questions about using TaxJar
- You’ll provide customers with the best solution based on the information they provide to your questions during troubleshooting, coupled with your knowledge of TaxJar's products and services
- You’ll research, troubleshoot, and respond to customers to resolve questions around our API, eCommerce integrations, as well as tax rate and reporting questions for TaxJar products
- Create detailed Jira cards for the Product and Engineering teams when issues that need development work are discovered
- Document a resolution path for cases that you work through to reduce future resolution times for the Support Engineering team as well as the Tier 1 Support teams to deflect future T1 escalations to Support Engineering
- Collaborate with the Onboarding, T1 Support, and AutoFile teams to represent the voice of our customers in cross-functional internal conversations and initiatives
Our take
TaxJar is stramling how e-commerce businesses manage sales tax compliance. Their cloud based platform automates the entire sales tax lifecycle across all sales channels, meaning no more searching through receipts and invoices, trying to calculate profit or the confusion of nexus reporting and filing.
Recently acquired by Stripe, TaxJar technology will be integrated into its revenue platform, sitting alongside Stripe Billing and Radar. Businesses will still be able to use TaxJar directly too.
Used by over 23,000 businesses, it's a good fit for online retailers who now have the responsibility of collecting sales taxes in states where they have no physical presence.
Steph
Company Specialist at Welcome to the Jungle
Insights
17% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jan 2019
$60m
Dec 2014
$2m
Total funding: $62.6m
Company benefits
- Company retreats
- Above market-level equity
- New technology to do your best work
- Parental leave for all parents
- Home office set-up funds
- 401k
- Work from home opportunities
- Health insurance
Company HQ
Woburn, MA
Leadership
Mark Faggiano
(Co-founder and CEO)Before co-founding TaxJar, Mark co-founded Beelya, a creator of authentic licensed sports collectables, FileLater, an e-file solution for income tax, and Brand5, which analysed and converted companies online traffic.
Ryan Thompson
(Co-founder and Chief Business Development Officer)Before co-founding TaxJar, Ryan was the Head of Small Business, Marketplace and Developer Ecosystems for Magento. They also co-founded FileLater, an online income tax extension for businesses and individuals, and Beelya, authenticated sports memorabilia.
Matt Anderson
(Co-founder and Chief Innovation Officer)Before co-founding TaxJar, Matt was a Database engineer and ScrumMaster for the Apollo Group, focusing on Oracle and Mongo development. They were also an Information Systems Manager at R&D International.
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