L1 Technical Support Agent

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 co