Technical Support Analyst

Tabs is seeking a Technical Support Analyst in New York City to be the first line of defense for merchant technical issues. The role collaborates across teams to enhance the merchant experience, with a focus on invoicing, payments, ERP integrations, and data workflows. This onsite position offers a competitive base salary of USD 76,800 to 105,600 per year, plus equity and a comprehensive benefits package to support work-life balance.

Responsibilities

• Address complex merchant inquiries received via email, Slack, and chat with timely, clear, and accurate responses.
• Lead ticket triage and prioritization, diagnose root causes, and escalate as needed to ensure swift resolution.
• Diagnose and troubleshoot invoicing, payments, ERP integrations, and merchant data workflows, including QuickBooks, NetSuite, and Stripe.
• Identify patterns in recurring issues and share actionable insights with Product and Engineering teams.
• Educate merchants and proactively guide them on best practices for using Tabs.
• Collaborate with Customer Success, Engineering, and Contract Operations to resolve high-priority issues efficiently.
• Contribute to internal documentation to improve processes and reduce repeated inquiries.
• Own issues end-to-end, driving improvements, spotting trends, and taking steps to prevent recurrence.

Requirements

• 3 to 5 years in a support, technical support, or customer success role, preferably within SaaS or fintech.
• Strong problem-solving abilities; resourceful, detail-oriented, and capable of quick, effective decision-making.
• Technical aptitude with experience troubleshooting API, ERP, or payment-related issues.
• Accounting knowledge is a plus.
• Excellent written and verbal communication, with the ability to translate complex topics into clear merchant-friendly guidance.
• Capacity to manage a high volume of tickets 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.
• Ability to perform under pressure, quickly assess problems, and deliver real-time solutions; startup or technical environment experience preferred.
• Some after-hours coverage is required due to 24x7 SaaS operations.

Technologies

• QuickBooks
• NetSuite
• Stripe
• HubSpot
• Zendesk
• Pylon
• SQL

Benefits

• Competitive compensation and equity
• Unlimited PTO
• Up to 100% employer-covered monthly health care premiums (medical, dental, vision)
• Lunch provided via Sharebite, with dinner for late 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 through Rightway
• Free One Medical membership
• 401(k)

Why this role matters

The Technical Support Analyst will help manage growing volumes of technical inquiries from Tabs merchants, serving as the frontline for troubleshooting, resolution, and merchant education. You will work cross-functionally with Customer Success, Engineering, Product, and Contract Operations to resolve technical issues and surface recurring trends. This role suits a customer-focused problem-solver with a solid technical background, experience with ERP systems like NetSuite and QuickBooks, and a desire to help merchants resolve complex problems in a fast-paced environment.

Examples of work

• Handling Critical Invoice Issues: diagnose a data mismatch between Tabs and a merchant ERP, coordinate a fix with engineering, and ensure pending invoices are sent the same day.
• Debugging Payment Failures: investigate a payments integration issue, determine root cause, work with engineering to resolve, and guide the merchant to prevent future failures.
• Proactive Issue Prevention and Education: develop internal playbooks and education materials to reduce recurring tickets by a measurable margin.

Additional information

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