Technical Support Analyst

• We’re looking for a highly capable, fast-thinking Technical Support Engineer to help manage the increasing volume of technical support requests from our merchants (a Tabs customer)
• You will be the first line of defense for troubleshooting, issue resolution, and merchant education—ensuring our merchants get the best possible experience with Tabs
• You will collaborate cross-functionally with Customer Success, Engineering, Product, and Contract Operations to resolve technical issues and identify recurring trends
• As part of the team, you’ll be the go-to person for resolving technical challenges that don’t require engineering-level intervention but are crucial for our merchants’ success
• Resolve complex support issues from merchants via email, Slack, and chat, ensuring fast, clear, and accurate responses
• Own ticket triage & prioritization, identifying the root cause of issues and escalating appropriately
• Troubleshoot technical issues related to invoicing, payments, integrations (e.g., QuickBooks, NetSuite, Stripe), and merchant data workflows
• Identify patterns and recurring issues, providing actionable insights to Product & Engineering
• Educate and empower merchants, proactively guiding them on best practices for using Tabs
• Collaborate with Customer Success, Engineering & Contract Operations, ensuring high-priority issues are addressed efficiently
• Contribute to internal documentation, improving processes and reducing repeated inquiries
• Ownership - You won’t just resolve issues—you’ll drive improvements, identify trends, and proactively prevent recurring issues
• Examples of Work:
• Handling Critical Invoice Issues - A high-value merchant reports a data mismatch between Tabs and their ERP. You quickly diagnose the issue, extract and format the necessary data, work with the engineering team to implement a fix, and ensure all pending invoices are sent out the same day
• Debugging Payment Failures - A merchant experiences payment failures due to a payments system integration issue. You investigate the logs, determine the root cause, work with engineering to resolve it, and guide the merchant through necessary actions to prevent future failures
• Proactive Issue Prevention & Merchant Education - After noticing a pattern of merchants struggling with invoice readiness settings, you create an internal playbook and proactive education materials to reduce recurring tickets by 30%

Benefits

• Unlimited PTO: You decide when and how long to take time off
• Fully paid health insurance: Fully paid medical, dntal, and vision insurance
• Complimentary meals: Free lunch and dinner in the office
• Parental leave: Generous paid leave to new parents
• Commuter benefits: Tax-free commuter benefits
• Regular team events: We work hard and play hard- This role is perfect for someone with a sense of customer empathy, a strong technical background, experience with ERP systems (e.g., NetSuite, Quickbooks), comfortable in ambiguity, and a desire to help merchants solve complex problems
• Experience working with ticketing systems (HubSpot, Zendesk, Pylon, or similar) and creating self-service content
• Accounting knowledge a plus
• Some level of out-of-hours coverage required, given we are a 24x7 SaaS operation
• SQL or data querying experience is a plus
• 3-5 years in a support, technical support, or customer success role, preferably in a SaaS or fintech environment
• Ability to thrive under pressure, quickly assess problems, and deliver solutions in real-time. Experience working in a fast-paced startup or technical environment preferred
• Excellent written and verbal communication, with the ability to break down complex topics into clear, merchant-friendly explanations
• Ability to manage high ticket volume while maintaining high-quality responses
• Technical aptitude, with experience troubleshooting API, ERP, or payment-related issues
• Exceptional problem-solving skills—you’re resourceful, detail-oriented, and able to think on your feet
• If you thrive in high-stakes, fast-paced environments, love solving problems and are obsessed with providing merchants with a world-class experience, we want to hear from you!