Technical Support Analyst

About the role

Tabs is seeking a Technical Support Analyst to assist merchants with their inquiries. This role is crucial for ensuring customers have a positive experience with our revenue platform. You will be the primary point of contact for resolving technical challenges and educating users.

Key facts

What you'll do

• Address merchant technical questions through email, Slack, and chat, providing timely and clear solutions.
• Manage and prioritize incoming support requests, identifying the root cause of problems and escalating when necessary.
• Investigate and resolve technical issues related to invoicing, payments, system integrations, and data workflows.
• Analyze support trends to provide feedback and insights to the Product and Engineering teams.
• Guide merchants on how to best utilize Tabs and its features.
• Partner with Customer Success, Engineering, and Contract Operations to ensure prompt resolution of critical issues.
• Develop and maintain internal documentation to improve processes and reduce common questions.

Requirements

• 1 to 5 years of experience in a support, technical support, or customer success capacity, ideally within SaaS or fintech.
• Strong analytical and problem-solving abilities, with a detail-oriented approach and the capacity for quick thinking.
• Demonstrated technical understanding, including experience troubleshooting issues with APIs, ERP systems, or payment processors.
• Excellent communication skills, both written and verbal, with the ability to explain complex technical concepts simply.
• Proven ability to handle a high volume of support tickets while maintaining quality.
• Experience with ticketing software such as HubSpot, Zendesk, or Pylon.
• Capacity to perform effectively under pressure and provide real-time solutions.

Nice to have

• Familiarity with ERP systems like NetSuite or QuickBooks.
• Basic knowledge of accounting principles.
• Experience with SQL or other data querying methods.
• Previous work in a fast-paced startup or technical environment.
• Willingness to provide support outside of standard business hours as needed for a 24x7 operation.

Skills & tools

• Ticketing systems (e.g., HubSpot, Zendesk, Pylon)
• ERP systems (e.g., NetSuite, QuickBooks)
• Payment processors (e.g., Stripe)
• API troubleshooting
• SQL (preferred)

Practical notes

• The role requires some availability for out-of-hours support.
• Tabs offers competitive compensation and equity, unlimited paid time off, comprehensive healthcare coverage (up to 100% employer-paid premiums), meal stipends, parental leave, commuter benefits, and a 401k plan.