Technical Support Analyst

About the role

We’re looking for a highly capable, fast-thinking Technical Support Analyst 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.

Responsibilities

• 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.

Requirements

• 1-5 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.
• Able 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.
• Able to thrive under pressure, quickly assess problems, 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, given we are a 24x7 SaaS operation.

Qualifications

• Experience working in a fast-paced startup or technical environment preferred.

Skills

• Exceptional problem-solving skills.
• Technical aptitude, with experience troubleshooting API, ERP, or payment-related issues.
• Accounting knowledge.
• Excellent written and verbal communication.
• Ability to manage high ticket volume while maintaining high-quality responses.
• Experience working with ticketing systems and creating self-service content.
• SQL or data querying experience.
• Ability to thrive under pressure, quickly assess problems, and deliver solutions in real-time.

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 in office days.
• Parental leave up to 12 weeks.
• Tax free commuter and parking benefits.
• Voluntary insurances (Life, Hospital, Critical Illness, Accident).
• Employee Assistance Program (Rightway).
• Free One Medical Membership.

Pay

Compensation Range: $60K - $82.5K

Schedule

24x7 SaaS operation with some level of out-of-hours coverage required.