Technical Support Analyst
New
T
TabsSaaS, Fintech
Remote, USFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 1-5 years
- Required Skills
- SQLHubSpotZendesk
Requirements
- 1-5 years in a support, technical support, or customer success role
- Experience preferably in a SaaS or fintech environment
- Exceptional problem-solving skills
- Technical aptitude, with experience troubleshooting API, ERP, or payment-related issues
- Accounting knowledge a plus
- Excellent written and verbal communication
- Ability to manage high ticket volume
- Experience working with ticketing systems (HubSpot, Zendesk, Pylon, or similar)
- Experience 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
- Experience working in a fast-paced startup or technical environment preferred
- Some level of out-of-hours coverage required
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
- Drive improvements, identify trends, and proactively prevent recurring issues
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