Job Title

Role Summary The Product SME serves as the functional bridge between Product, Technology, and Support teams, providing deep tax domain expertise to enable effective issue resolution, product adoption, and continuous improvement. This role plays a critical part in strengthening L1/L2 support capabilities, ensuring that support teams are equipped with the right knowledge, guidance, and context to resolve client issues efficiently, while also influencing product enhancements through domain-led insights. Key Responsibilities 1) Support Enablement & Functional Expertise - Act as a Subject Matter Expert (SME) for Tax Technology products, supporting L1/L2 teams in resolving complex functional issues - Translate tax regulations and business logic into simplified guidance for support teams - Assist in triaging and resolving critical or escalated support tickets, especially those requiring domain expertise - Develop and maintain knowledge artifacts (FAQs, playbooks, SOPs) to improve first-level resolution rates - Conduct training sessions and workshops for support teams on tax concepts and product functionalities 2) Product & Technology Collaboration - Work closely with Product and Engineering teams to ensure accurate implementation of tax logic and compliance requirements - Provide functional inputs and validation during product development, enhancements, and releases - Participate in UAT cycles, validating tax scenarios and ensuring solution accuracy - Help troubleshoot issues by bridging functional gaps between support and technical teams 3) Client & Solution Advisory - Support client-facing teams in explaining tax workflows, return filing processes, and compliance requirements - Participate in client discussions, demos, and POCs, showcasing product capabilities from a domain perspective - Guide clients on best practices in tax processes and system usage - Act as a functional escalation point for complex client queries 4) Product Improvement & Roadmap Input - Provide structured feedback to Product teams based on support trends, client challenges, and usability gaps - Identify opportunities for product enhancements, automation, and process optimization - Contribute to product roadmap planning with domain-driven insights - Stay updated on emerging tax regulations and industry trends, and assess their impact on product functionality 5) Knowledge & Capability Building - Build and maintain a centralized tax knowledge base for internal teams and clients - Ensure effective knowledge sharing across support, delivery, and product teams - Continuously enhance domain expertise in Direct and/or Indirect Tax, including areas such as TDS, Transfer Pricing, and Tax Audits Desired Profile - Experience of 6+ years working with Tax Technology - Strong knowledge of Direct and/or Indirect Tax regulations and processes - Understanding of tax function operations, compliance workflows, and reporting structures - Working knowledge of technology platforms, databases, and enterprise applications - Familiarity with internal controls, audit processes, and compliance frameworks Key Competencies - Strong analytical and problem-solving skills - Ability to translate complex tax concepts into practical solutions - Excellent collaboration and stakeholder management skills - Strong communication (verbal and written) with ability to interact across business and technical teams - Proactive, solution-oriented mindset with continuous learning approach - High level of adaptability in a dynamic, fast-evolving environment Stakeholder Interaction - Product & Engineering Teams – for solution design, validation, and enhancements - Support Teams (L1/L2/L3) – for issue resolution and capability building - Clients & Business Teams – for advisory, demos, and functional discussions - External Vendors / Implementation Partners – for coordination on product and solution delivery Role Positioning (What Success Looks Like) This role is successful when: - Support teams are empowered to resolve most functional issues independently - Complex issues are resolved faster with clear functional direction - Product improvements are driven by real client and support insights - Tax domain knowledge is effectively embedded into product and support processes