# Technical Support Analyst

**Company:** [Tabs](https://hotfix.jobs/companies/tabs)
**Location:** New York, NY
**Role:** Support Engineering
**Salary:** $77k – $106k/yr
**Experience:** 3+ years
**Skills:** technical support, ERP Systems, Quickbooks, NetSuite, Stripe, api troubleshooting, SQL, HubSpot, Zendesk, ticketing systems, saas support, Fintech
**Posted:** 2026-07-30

> Serve as the first line of technical support for Tabs merchants, troubleshooting invoicing, payments, ERP integrations, and data issues. Triage tickets, identify trends for Product/Engineering, educate users, and drive process improvements in a fast-paced fintech startup.

## Job Description

## 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.

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