Technical Support Analyst
In OfficeMidNAFintechPaymentsTechnical Support SpecialistCustomer SuccessContent CreationReportingZendeskStripe
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Requirements
- 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. 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.
- Perks and Benefits (Full-time Employees)
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.
- 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
- 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. 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!
- 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.
- 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
- Voluntary insurances (Life, Hospital, Critical Illness, Accident)
- Employee Assistance Program (Rightway)
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