Engineering Lead (Digital Operations)

A little about who we are

Taxually is a global transactions tax SaaS scale up offering a suite of products to enhance the way its clients manage their tax processes. Founded in 2018, Taxually has grown nearly 300% year on year, and now works with over 12,000 customers in more than 60 countries. We have built, and continue to build, the most advanced technology within the tax sector, which has resulted in numerous members of the Fortune 500 adopting our solutions and strong Private Equity backing.

We have a dedicated, hard working, growing team - the type of person who works here is driven, motivated, empowered and forward thinking. We want people to challenge, to bring new ideas and to add to the growth of Taxually.

Our culture

We don’t offer baroque job titles or set up rigid reporting lines. Instead, we build our team through trust, equality and fairness, giving our people autonomy and freedom to achieve their highest potential.

Position overview

We are seeking an experienced Technical Support Team Lead to manage our first-level support team while actively participating in day-to-day operational support. This hands-on leadership role involves both team management and direct involvement in technical support activities for our tax software and services.

Key responsibilities

• Drive operational excellence through hands-on leadership and active participation in technical support
• Lead and mentor the support team while maintaining deep product knowledge and technical expertise
• Identify patterns in support issues to develop and implement scalable solutionsChampion process improvements and automation opportunities to enhance service delivery
• Build and maintain strong relationships with development, QA, and business teams to drive systematic issue resolution
• Analyze support metrics and user feedback to identify opportunities for product and service improvements
• Create and implement support strategies that align with business objectives and user needs
• Establish and maintain best practices for ticket management, knowledge sharing, and technical documentation
• Develop team capabilities through coaching, training, and knowledge transfer
• Proactively monitor system performance and user experience to prevent potential issues
• Foster a culture of continuous improvement and innovation within the support function
• Drive the development of self-service resources and documentation to enhance user independence
• Manage critical incidents and complex technical issues, ensuring appropriate escalation and communication
• Lead initiatives to improve support tools, processes, and methodologies

Required qualifications

• 3-5+ years of technical support experience
• Strong understanding of IT service management principles and practices
• Experience with ticket management systems and support workflows
• Excellent problem-solving and analytical skills
• Strong communication and interpersonal skills
• Ability to balance leadership responsibilities with hands-on technical work
• Experience in managing competing priorities and deadlines

Preferred qualifications

• Experience in tax software or financial services industry
• ITIL certification
• Knowledge of agile methodologies
• Experience with knowledge base management and documentation
• Background in process improvement and service optimization
• Strong proficiency in SQL database management
• Experience with C# language and debugging

Key competencies

• Leadership and team development
• Technical troubleshooting and problem resolution
• Time management and prioritization
• Stakeholder management
• Crisis management
• Process improvement
• Customer service excellence

Working environment

• Fast-paced environment supporting critical tax and financial services applications
• Hybrid role combining hands-on technical work with team leadership
• Collaboration with multiple departments and stakeholders
• Focus on continuous improvement and service excellence

What you can count on

We're expecting (and happy) to work out a package for you that benefits us mutually. These are some of the constants that you can expect from us in that regard:

• A competitive compensation package
• A fully remote-first company (EU time zones preferred). We have people working in Hungary, the UK, Germany, Austria, Romania, China, Argentina and more. We have a physical space in a beautiful central location in Budapest, Hungary.
• Generous programme to outfit your home office. Option for a co-working space stipend in certain cases
• A great company to work at, and an early place in a fast growing, highly profitable scaleup

Don't meet all of the role requirements?

Don't worry! We care about outcomes rather than tickbox criteria, and it's often the case that the perfect person for the role has a CV that looks a little different.

Research (by Harvard University 🤓) shows that women are particularly likely to second-guess themselves and not apply — so if you’re worried you don’t meet all the criteria, get in touch anyhow and let us do the worrying.

At Taxually, we are committed to building a company that includes people from a variety of different backgrounds. We're particularly interested in hearing from people from typically underrepresented groups in the tech industry.