L1 Technical Support Agent
About this role
About HubSync
HubSync is the AI-enabled workflow platform built for CPA firms by tax veterans. We replace the pile of point tools firms use to run an engagement—letters, data collection, organizers, document exchange, e-sign, e-file, payments, and analytics—with one unified system. Top 25 CPA firms already run on it. Backed by Thoma Bravo, we are rebuilding support around an agentic AI platform that answers routine questions instantly, backed by an in-house team that owns everything that needs a human.
About the Role
As an L1 Technical Support Agent reporting to the Support Manager, you are the first person our customers talk to. You will resolve what you can, triage what you can’t, and ensure nothing falls through the cracks. We are looking for someone with sharp troubleshooting instincts, clear written and verbal communication, and comfort working alongside AI tools to deliver exceptional customer experience during peak tax season and beyond.
What You Will Own
Pick Up Where AI Leaves Off: Own conversations handed off by the AI agent, resolving them on first contact whenever possible with friendly, clear, and accurate answers.
Work the Queue with Urgency: Respond within SLA in our ticketing platform, keep tickets moving, and follow up until customers confirm resolution.
Triage Like a Pro: Troubleshoot common issues across the Engagement Letter Wizard, e-Sign (8879, KBA), Tax Organizer, and Tax Return Delivery modules.
Clean Escalations: Escalate complex tickets to L2 with complete steps to reproduce, screenshots, and diagnostic details so L2 can act immediately.
Keep Jira Clean: Set tier, category, and priority correctly on every ticket to ensure operational reporting accurately reflects queue dynamics.
Make the AI Smarter: Flag wrong or missing AI answers and transform repeat questions into knowledge base articles.
Capture the Voice of the Customer: Log feature requests and recurring customer pain points through our intake process so Product receives direct signal.
Coverage When Needed Most: Share rotating on-call weekend and holiday shifts, and flex availability during busy season when timing is critical for CPA firms.
Your First 45 Days
Day 15: Complete product and Jira training, shadow L2 agents, handle AI handoffs with support, and learn SLAs and escalation standards.
Day 30: Work the queue independently, hit response-time SLAs, submit complete reproducible escalations, and publish your first knowledge base articles.
Day 45: Hit first-contact resolution and CSAT targets, become the L1 go-to specialist for a product area, and prepare for busy-season volume.
What We Are Looking For
Core Support Experience: 3–5 years in technical support, ideally within a B2B SaaS environment.
Troubleshooting Instincts: Sharp diagnostic skills and the patience to isolate root causes.
Clear Communication: Warm, professional, and clear written and verbal communication skills with professional clients.
Ticketing & AI Tools: Experience with ticketing systems (e.g., Jira) and comfort working alongside and improving AI platforms.
Strong Ownership: Dedicated follow-through until customer issues are fully resolved.
US Location & Availability: Based in the United States, available during US business hours, and open to rotating weekend/holiday on-call shifts.
Bonus Points: Experience in tax, accounting, or CPA firms; exposure to e-signature or document management software; or prior busy-season customer support experience.
HubSync is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Originally posted on Himalayas