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AI Summary
OneSource Virtual (OSV) has worked exclusively with Workday customers since 2008 to deliver compliant, in-tenant technology and expert services to automate the administrative, transactional tasks of payroll, taxes, earned wage access, accounts payable, and benefits. With over 1,500 customers, 92% retention, and $225+ billion in treasury movement annually, OSV helps organizations maximize their Workday investment and operate it with confidence. Payroll, benefits, and finance solutions — all in one place.
ROLE SUMMARY
The TaxEx SaaS Tier 2 Support Lead serves as the primary technical operations and support liaison for TaxEx SaaS clients during implementation, onboarding, parallel testing, and production operations. This role provides advanced troubleshooting, data consulting, file/data validation, customer configuration support, technical tax setup guidance.
The role acts as the escalation point for complex customer issues involving payroll tax data, tax code mapping data files, agency setup data requirements, API integrations, file processing, ACH/payment configuration, and production support. The position also helps customers successfully onboard and optimize TaxEx by resolving issues, validating data quality, and advising on best practices.
KEY RESPONSIBILITIES
Data Onboarding & Validation
Review, validate, and troubleshoot customer onboarding files, including company setup, filer setup, employee data, tax setup files, tax detail files, and related data imports.
Identify, investigate, and resolve data quality issues before production deployment.
Analyze large-scale data loads for completeness, formatting errors, missing values, invalid identifiers, and compliance concerns.
Troubleshoot rejected files, malformed data, missing records, import failures, and downstream processing issues.
Coordinate customer history loads, parallel testing datasets, and production cutover readiness.
Support ongoing customer data synchronization and update processes.
Technical Support, Data Operations & Issue Resolution
Analyze XML, TXT, CSV, ACH/NACHA, tax detail, notification, and payment-related files.
Diagnose issues involving APIs, inbound/outbound file processing, integrations, authentication, notifications, and data transformations.
Validate inbound and outbound file specifications.
Support customer testing efforts involving payment files, agency files, filing extracts, notification feeds, and reconciliation processes.
Serve as Tier 2 escalation support for complex customer incidents and operational issues.
Assist customers with production operational readiness and daily processing support.
Manage technical support tickets through investigation, prioritization, documentation, communication, and closure.
Document recurring issues and contribute to the knowledge base and SOP development
Testing & Production Readiness
Coordinate and support integration testing, UAT, connectivity validation, parallel testing, and production cutover activities.
Validate API integrations, batch processes, nightly jobs, file exchanges, and operational workflows.
Track defects, testing outcomes, and readiness checkpoints.
Verify end-to-end customer processing before go-live.
WHEN THIS ROLE IS ENGAGED
During Customer Implementation Activities, such as new SaaS customer onboarding, customer data conversions, initial tax setup and configuration, tax code mapping activities and historical data loads and validation.
For Complex Technical Issues & Escalations, such as complex production incidents, API integration failures, import/export file errors, data integrity concerns, filing and payment processing exceptions, ACH/payment setup problems, and data configuration questions.
Direct Customer Issue Resolution is Required for mission critical success, such as Parallel testing customers, new feature rollouts, new payroll/HCM platform integrations, and process optimization.
QUALIFICATIONS
Required
7+ years supporting SaaS, payroll, tax, finance, HR technology, payroll integrations, or enterprise software platforms.
Ability to analyze XML, CSV, TXT, JSON and related integration files.
Experience with relational data structures, data validation, and configuration management.
Familiarity with ACH, NACHA, payment processing, and file transfer concepts preferred.
Experience troubleshooting complex customer-facing software implementations.
Experience supporting APIs, integrations, data imports, and file-based processing solutions.
Experience managing escalated support incidents and technical support queues.
Preferred
Experience with payroll platforms such as SAP, Workday, UKG, Dayforce, Oracle HCM, or similar systems.
Experience participating in software implementations and UAT cycles.
Knowledge of payroll tax filing, garnishments, and payment processing operations.
SaaS operations or customer success experience.
#LI-REMOTE
You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.
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