The ad says“Technical aptitude, with experience troubleshooting API, ERP, or payment-related issues”
The ad says“This role is perfect for someone with a sense of customer empathy, a strong technical background, experience with ERP systems (e.g., NetSuite, Quickbooks), comfortable in ambiguity, and a desire to help merchants solve complex problems”
The ad says“Experience working with ticketing systems (HubSpot, Zendesk, Pylon, or similar) and creating self-service content”
The ad says“This role is perfect for someone with a sense of customer empathy, a strong technical background, experience with ERP systems (e.g., NetSuite, Quickbooks), comfortable in ambiguity, and a desire to help merchants solve complex problems”
The ad says“Experience working with ticketing systems (HubSpot, Zendesk, Pylon, or similar) and creating self-service content”
The ad says“This role is perfect for someone with a sense of customer empathy, a strong technical background, experience with ERP systems (e.g., NetSuite, Quickbooks), comfortable in ambiguity, and a desire to help merchants solve complex problems”
The ad says“Experience working with ticketing systems (HubSpot, Zendesk, Pylon, or similar) and creating self-service content”
The ad says“Experience working with ticketing systems (HubSpot, Zendesk, Pylon, or similar) and creating self-service content”
Values
The ad says“SQL or data querying experience is a plus”
The ad says“SQL or data querying experience is a plus”
We’re looking for a highly capable, fast-thinking Technical Support Engineer to help manage the increasing volume of technical support requests from our merchants (a Tabs customer)
You will be the first line of defense for troubleshooting, issue resolution, and merchant education—ensuring our merchants get the best possible experience with Tabs
You will collaborate cross-functionally with Customer Success, Engineering, Product, and Contract Operations to resolve technical issues and identify recurring trends
As part of the team, you’ll be the go-to person for resolving technical challenges that don’t require engineering-level intervention but are crucial for our merchants’ success
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
Examples of Work:
Handling Critical Invoice Issues - A high-value merchant reports a data mismatch between Tabs and their ERP. You quickly diagnose the issue, extract and format the necessary data, work with the engineering team to implement a fix, and ensure all pending invoices are sent out the same day
Debugging Payment Failures - A merchant experiences payment failures due to a payments system integration issue. You investigate the logs, determine the root cause, work with engineering to resolve it, and guide the merchant through necessary actions to prevent future failures
Proactive Issue Prevention & Merchant Education - After noticing a pattern of merchants struggling with invoice readiness settings, you create an internal playbook and proactive education materials to reduce recurring tickets by 30%
Benefits
Unlimited PTO: You decide when and how long to take time off
Fully paid health insurance: Fully paid medical, dntal, and vision insurance
Complimentary meals: Free lunch and dinner in the office
Parental leave: Generous paid leave to new parents
Commuter benefits: Tax-free commuter benefits
Regular team events: We work hard and play hard
Preferred experience
This role is perfect for someone with a sense of customer empathy, a strong technical background, experience with ERP systems (e.g., NetSuite, Quickbooks), comfortable in ambiguity, and a desire to help merchants solve complex problems
Experience working with ticketing systems (HubSpot, Zendesk, Pylon, or similar) and creating self-service content
Technical aptitude, with experience troubleshooting API, ERP, or payment-related issues
Exceptional problem-solving skills—you’re resourceful, detail-oriented, and able to think on your feet
Some level of out-of-hours coverage required, given we are a 24x7 SaaS operation
Accounting knowledge a plus
Excellent written and verbal communication, with the ability to break down complex topics into clear, merchant-friendly explanations
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
3-5 years in a support, technical support, or customer success role, preferably in a SaaS or fintech environment
Ability to manage high ticket volume while maintaining high-quality responses
SQL or data querying experience is a plus
If you thrive in high-stakes, fast-paced environments, love solving problems and are obsessed with providing merchants with a world-class experience, we want to hear from you!
