Technical Support Analyst

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.
• Drive improvements, identify trends, and proactively prevent recurring issues.

Examples of Work

• Handling Critical Invoice Issues: Diagnose data mismatches between Tabs and ERP systems, extract/format data, coordinate with engineering for fixes, and ensure timely invoice delivery.
• Debugging Payment Failures: Investigate logs for integration issues, determine root causes, collaborate on resolutions, and guide merchants on preventive actions.
• Proactive Issue Prevention & Merchant Education: Create playbooks and educational materials based on recurring patterns to reduce ticket volume.

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; 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.
• 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 and deliver solutions in real-time.
• Experience working in a fast-paced startup or technical environment preferred.
• Some level of out-of-hours coverage required.