Technical Support Analyst

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $60k - $82.5k / year

⏰ Full Time

🟢 Junior

📞 Support Engineer

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TAB

WebsiteLinkedInAll Job Openings

51 - 200 employees

TAB helps you save money, increase efficiency and reduce risk by streamlining the way you store, find and use business assets, paper files and electronic information.

📋 Description

• 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 - You won’t just resolve issues—you’ll drive improvements, identify trends, and proactively prevent recurring issues.

🎯 Requirements

• 1-5 years in a support, technical support, or customer success role, preferably in a SaaS or fintech environment. • Exceptional problem-solving skills—you're resourceful, detail-oriented, and able to think on your feet. • Technical aptitude, with experience troubleshooting API, ERP, or payment-related issues. • Accounting knowledge a plus. • 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. Experience working in a fast-paced startup or technical environment preferred. • Some level of out-of-hours coverage required, given we are a 24x7 SaaS operation.

🏖️ 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 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