Technical Support Analyst

Tabs

1d•Onsite

About The Position

Tabs is seeking a Technical Support Analyst to manage the increasing volume of technical support requests from their merchants. This role serves as the first line of defense for troubleshooting, issue resolution, and merchant education, ensuring a positive merchant experience with Tabs. The analyst will collaborate with Customer Success, Engineering, Product, and Contract Operations to resolve technical issues and identify recurring trends. This position is ideal for someone with customer empathy, a strong technical background, experience with ERP systems, comfort with ambiguity, and a desire to help merchants solve complex problems in a fast-paced environment.

Requirements

1-5 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.
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.
Ability to thrive under pressure, quickly assess problems, and deliver solutions in real-time.
Some level of out-of-hours coverage required, given we are a 24x7 SaaS operation.

Nice To Haves

Accounting knowledge a plus.
SQL or data querying experience is a plus.
Experience working in a fast-paced startup or technical environment preferred.

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

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
Voluntary insurances (Life, Hospital, Critical Illness, Accident)
Employee Assistance Program (Rightway)
Free One Medical Membership
401k