Tier 2 Support Specialist

About Numeral:

At Numeral, were building the future of tax by bringing together AI agents, human expertise, and global compliance.

We're the largest and fastest-growing AI-native tax solution. Today, we serve more than 3,500 global businesses, including companies like Supabase, Eight Sleep, and Graza. We've grown quickly across our core e-commerce and software segments, more than tripled our revenue every year, and expanded into new industries, including manufacturing, distribution, and wholesale.

Numeral has raised over $157M from Insight Partners, Salesforce Ventures, Benchmark, Mayfield, Y Combinator, and many others.

About the role:

Numeral automates sales tax compliance for e-commerce and SaaS businesses: registrations, calculations, filings, and remittance. Tier 2 is where the trickier tax questions come in, like a filing discrepancy, a state notice a customer is trying to make sense of, a calculation that doesnt match their books, or a registration waiting on a states system.

Sales tax is a complex, detailed domain, and getting it right matters a lot to our customers. There are two great paths into this role: you already know sales tax, or youve built deep expertise in another complex area and are excited to do it again here. Some of our strongest teammates started with no tax background and became the people everyone turns to. What they shared was a solid support foundation, careful research habits, and real curiosity about mastering a challenging subject.

What youll do:

• Own the hard cases, start to finish. Filing discrepancies, state notices, stuck registrations, refund claims: youll take them from "somethings wrong" to resolved. That means reconciling a customers numbers against ours, tracing transactions, or picking up the phone with a state DOR when their website isnt telling the whole story.

• Find the real answer, then make it findable. Research against primary sources (state guidance, statutes, jurisdiction databases), use AI tools to move faster, and verify before anything reaches a customer. When you solve something new, write it down so the next person gets there in five minutes instead of fifty.

• Be the calm voice on the other end. Write replies that are accurate, clear, and kind, especially for customers who are worried about money they might owe a state. Sometimes the most valuable thing you send is "heres what I know, heres what Im checking, and heres when youll hear from me."

• Bridge support and product. Dig into integration issues (Shopify, Stripe, custom APIs), reproduce whats going wrong, and hand Engineering bug reports they can act on right away. When the same problem keeps showing up, bring the pattern forward with a proposed fix.

• Make the whole team sharper. Share what you learn, help teammates when theyre stuck, and ask for help when you are. No one here knows every states rules, so we get good at this together. Leave our docs, processes, and each other a little better than you found them.

What youll bring:

• One of the following (required):

• A tax background: 2+ years of hands-on US sales tax (or VAT/indirect tax) compliance work, such as multi-jurisdictional filings, state notices, registrations, amended returns, or audits. Youve also worked directly with state DORs or other tax authorities to resolve issues.

• Deep expertise in another complex field: 5+ years in customer support or customer-facing technical roles where you owned cases end to end. In that time you mastered a complex domain (e.g., lending, insurance, solar, medical devices, payments, logistics) and went from zero to the person everyone asked. You can point to proof that you learn fast, like trainings you built, docs you wrote, certifications you earned, or being handed the hard cases within months.

• 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 query/log tools and reading JSON API requests and responses (or a clear aptitude and eagerness to learn)

• Excellent written English: you can explain a hard problem to a non-technical customer and calm things down in writing

Nice to haves:

• Experience with tax software or compliance platforms (Avalara, Vertex, TaxJar, Taxually, or similar), on either the provider or practitioner side

• Experience using state and local GIS/jurisdiction databases to determine rates

• Startup experience, or a track record of building processes instead of just inheriting them

Location:

• This role is remote (must be based in Salt Lake City)

What we offer:

• Competitive salary and equity - youll share directly in the companys success

• Full medical, dental, and vision coverage

• Wellness perks like Headspace and the Peloton One App

• 401(k) to help you build long-term financial security

• Lunch and snacks when youre in the office

• Regular team offsites and company events as we grow

• A culture built on ownership - your work matters and people will see it!