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Tier 2 Support Specialist

Numeral· Customer Experience
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Hybrid (Salt Lake City)Full-timePosted 2w ago

About the role

Tier 2 Support Specialist at Numeral, a hybrid role based in Salt Lake City focusing on resolving complex sales tax questions, discrepancies, state notices, and integration issues to support e-commerce and SaaS clients.

Responsibilities

  • Own the hard cases, start to finish. Filing discrepancies, state notices, stuck registrations, refund claims: take them from 'something's wrong' to resolved.
  • Find the real answer, then make it findable. Research against primary sources, use AI tools to move faster, verify before customer communication, document solutions for faster future resolution.
  • Be the calm voice on the other end. Write accurate, clear, and kind replies to customers, especially when money may be owed to a state.
  • Bridge support and product. Dig into integration issues (Shopify, Stripe, custom APIs), reproduce issues, and provide Engineering with actionable bug reports.
  • Make the whole team sharper. Share learnings, help teammates, document processes, and improve docs.

Qualifications

  • One of the following (required):
  • A tax background: 2+ years of hands-on US sales tax (or VAT/indirect tax) compliance work, including multi-jurisdictional filings, state notices, registrations, amended returns, or audits, and direct interaction with state DORs or tax authorities.
  • Deep expertise in another complex field: 5+ years in customer support or customer-facing technical roles owning cases end to end in a complex domain (e.g., lending, insurance, solar, medical devices, payments, logistics) with evidence of rapid learning.
  • Plus (required):
  • Strong research habits: you check primary sources and can show your work.
  • Experience supporting a SaaS product in a customer-facing role.
  • Comfort digging into data with SQL or similar queries and reading JSON API requests/responses (or clear eagerness to learn).
  • Excellent written English: ability to explain complex problems to non-technical customers and calm communication in writing.

Skills

Required:Tax/compliance knowledge (sales tax or indirect tax)Research and primary sourcesSaaS support experienceSQL / data analysis

Benefits

  • Competitive salary and equity
  • Full medical, dental, and vision coverage
  • Wellness perks like Headspace and the Peloton One App
  • 401(k) to help build long-term financial security
  • Lunch and snacks when in the office
  • Regular team offsites and company events
  • Culture built on ownership — your work matters and is visible
Last updated Oct 7, 2026. Interested? Apply on the company site.
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About Numeral

SaaS & Ecommerce sales tax on autopilot.

Numeral handles all aspects of sales tax from registration to remittance for SaaS and e-commerce stores. We offer complete, white-glove service end to end.

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