Technical Support Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Address intricate support challenges from merchants through email, Slack, and chat, ensuring prompt, clear, and accurate replies.

• Manage ticket triage and prioritization, determining the root causes of issues and escalating them as necessary.

• Diagnose technical problems associated with invoicing, payments, integrations (e.g., QuickBooks, NetSuite, Stripe), and merchant data workflows.

• Recognize patterns and recurring issues, delivering actionable insights to the Product and Engineering teams.

• Educate and empower merchants by proactively guiding them on best practices for utilizing Tabs.

• Collaborate with Customer Success, Engineering, and Contract Operations to ensure that high-priority issues are handled efficiently.

• Contribute to internal documentation efforts, enhancing processes and minimizing repetitive inquiries.

• Ownership - You will not only resolve issues but also drive improvements, identify trends, and take proactive steps to prevent recurring problems.

⛳️ Requirements

• 1-5 years of experience in a support, technical support, or customer success role, ideally within a SaaS or fintech sector.

• Outstanding problem-solving abilities—you're resourceful, detail-oriented, and quick-thinking.

• Technical proficiency, with experience in troubleshooting API, ERP, or payment-related challenges.

• Familiarity with accounting principles is a plus.

• Exceptional written and verbal communication skills, with the capacity to simplify complex subjects into clear, merchant-friendly explanations.

• Capability to manage a high volume of tickets while delivering high-quality responses.

• Experience with ticketing systems (HubSpot, Zendesk, Pylon, or similar) and developing self-service content.

• SQL or data querying experience is an advantage.

• Ability to perform well under pressure, quickly assess issues, and provide real-time solutions. Experience in a fast-paced startup or technical environment is preferred.

• Some out-of-hours coverage may be necessary, as we operate a 24x7 SaaS service.

🏝️ 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 any later in-office days.

• Parental leave of 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