Technical Support Analyst
| Company | Tabs |
|---|---|
| Location | New York, NY, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level, Senior |
Requirements
- 3-8 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.
- SQL or data querying experience is a plus.
- Ability to thrive under pressure, quickly assess problems, and deliver solutions in real-time.
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 Success, Engineering & 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.
Preferred Qualifications
- Experience working in a fast-paced startup or technical environment preferred.