← All roles

Technical Support Analyst

Tabs· Support
Apply on company site
New York City, NY$76.8k - $120kFull-timePosted 8mo ago

About the role

Technical Support Analyst role to troubleshoot and resolve merchant-facing technical issues, act as a first line of defense for support, collaborate cross-functionally, and drive process improvements in a fast-paced SaaS/fintech environment.

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 - drive improvements, identify trends, and proactively prevent recurring issues.

Qualifications

  • 2-5 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.
  • Accounting knowledge is a plus.
  • Excellent written and verbal communication, ability to explain complex topics clearly to merchants.
  • Ability to manage high ticket volume while maintaining high-quality responses.
  • Experience with ticketing systems (HubSpot, Zendesk, Pylon, or similar) and creating self-service content.
  • SQL or data querying experience is a plus.
  • Thrives under pressure in a fast-paced startup/technical environment; some out-of-hours coverage required.
  • Experience with 24x7 SaaS operations.

Skills

Required:Support and incident managementTechnical troubleshooting
Nice to have:ERP systems familiarity

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 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
  • 401k
Last updated Sep 23, 2026. Interested? Apply on the company site.

About Tabs

Revenue Automation for B2B: Streamline with Tabs | Tabs

Automate your B2B revenue process with Tabs - the AI-powered platform for contract-to-cash automation. Streamline invoicing, payments, reporting, and more. Get a demo now!

revenue automationcontract-to-cashAI platforminvoice automationrevenue recognitionreportingbotsAPIs
Company profileWebsite

More open roles at Tabs