Technical Support Analyst

Why This Role Matters

We're looking for a highly capable, fast-thinking Technical Support Engineer to manage technical support requests from Tabs customers. You will be the first line of defense for troubleshooting, issue resolution, and customer education, collaborating with Customer Success, Engineering, Product, and Contract Operations.

What You'll Do

• 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 - drive improvements, identify trends, and proactively prevent recurring issues.

What You Bring

• 3-5 years in a support, technical support, or customer success role, preferably in a SaaS or fintech environment.
• Exceptional problem-solving skills—you’re resourceful, detail-oriented, and able to think on your feet.
• Technical aptitude, with experience troubleshooting API, ERP, or payment-related issues.
• Accounting knowledge a plus.
• 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.
• Experience working with ticketing systems (HubSpot, Zendesk, Pylon, or similar) and creating self-service content.
• SQL or data querying experience is a plus.
• Ability to thrive under pressure, quickly assess problems, and deliver solutions in real-time.

Perks and Benefits

• Competitive compensation and equity
• Unlimited PTO
• Up to 100% employer covered monthly healthcare premium (medical, dental, vision)
• Lunch provided via Sharebite, plus dinner for any later office days.
• Parental leave up to 12 weeks
• Tax free commuter and parking benefits
• 401k