Technical Support Analyst

About the role

You will serve as the primary technical liaison for our merchant base, acting with speed and precision to resolve complex issues across the contract-to-cash lifecycle. This role requires deep empathy as you educate and guide merchants through sophisticated workflows in billing, collections, and revenue recognition. You will own the full resolution journey, from initial triage through to final closure, ensuring every interaction reinforces trust and satisfaction. The position demands comfort with high ambiguity, as you navigate evolving product features and integrate feedback from multiple internal stakeholders. You will be instrumental in translating technical problems into clear insights that drive product improvements and operational efficiency. Success in this role means you prevent issues before they escalate, turning potential churn into long-term retention. You will be a data-driven thinker who leverages your technical and accounting knowledge to protect the integrity of our clients' financial operations. If you are passionate about delivering world-class service in a fast-paced, AI-driven environment, this is your opportunity to own the customer experience end-to-end.

Key facts

What you'll do

• Resolve complex technical support issues from merchants via email, Slack, and chat, ensuring fast, clear, and accurate responses across the invoice-to-cash spectrum.
• Own ticket triage and prioritization, performing deep root cause analysis and routing issues to the correct internal team without delay.
• Troubleshoot technical issues related to invoicing engines, payment flows, integrations with QuickBooks and NetSuite, and real-time reconciliation processes.
• Investigate merchant data workflows and configuration errors within ERP and accounting systems to ensure accurate transaction processing.
• Identify patterns and recurring issues, synthesizing data to provide actionable insights and product recommendations to Engineering and Product teams.
• Educate and empower merchants through clear guidance, enabling them to leverage Tabs features effectively and avoid future disruptions.
• Collaborate tightly with Customer Success, Engineering, Product, and Contract Operations to resolve high-priority escalations and maintain service level targets.
• Contribute to internal knowledge bases and process documentation, creating reusable solutions that reduce repeated inquiries and improve efficiency.
• Drive ownership of critical incidents, diagnosing payment failures, debugging integration breakdowns, and coordinating fixes to prevent future occurrences.
• Proactively monitor merchant health signals and usage patterns to identify at-risk accounts and implement preventive measures before issues impact cash flow.

Requirements

• 3-5 years in a support, technical support, or customer success role, preferably within a SaaS or fintech environment where complex billing systems are present.
• Exceptional problem-solving aptitude, demonstrating resourcefulness, meticulous attention to detail, and the ability to think critically under time pressure.
• Technical aptitude with experience troubleshooting API integrations, ERP configurations, and payment processing systems that impact revenue workflows.
• Accounting knowledge is a preferred qualification, particularly regarding invoicing, ASC 606 compliance, and revenue recognition principles.
• Excellent written and verbal communication skills, with the proven ability to translate complex technical topics into clear, merchant-friendly explanations.
• Ability to manage a high volume of concurrent support tickets while maintaining consistent response quality and resolution accuracy.
• Experience with ticketing systems such as HubSpot, Zendesk, Pylon, or similar, along with a track record of creating structured self-service content.
• SQL or data querying experience that enables you to extract, validate, and analyze operational data to support troubleshooting efforts.
• Ability to thrive in ambiguous, fast-paced startup environments, quickly assessing situations and implementing effective solutions with minimal supervision.
• Some level of out-of-hours on-call coverage is required to support our 24x7 SaaS operations and global merchant base.

Nice to have

• Familiarity with contract management platforms and the nuances of contract-to-cash workflows.
• Prior experience working with Accounts Receivable or Finance teams within enterprise organizations.
• Understanding of revenue recognition standards and their impact on financial reporting.
• Exposure to automation tools and workflow orchestration platforms that integrate with finance systems.

Practical notes

This role is based in New York City at our Soho office.

PERKS AND BENEFITS (FULL-TIME EMPLOYEES)

• Competitive compensation and equity
• Unlimited PTO
• Up to 100% employer covered monthly healthcare premium (medical, dental, vision)
• Lunch provided via Sharebite, plus dinner for team gatherings twice a month
• The option to work remotely three days per week once you settle in