Technical Support Analyst

Location: New York City

Tabs | "Competitive" comp not given

Steph's Notes:

We’re looking for a highly capable, fast-thinking Technical Support Analyst to help manage the increasing volume of technical support requests from our merchants (a Tabs customer).

Why do you have to start off with ableism? Is it *really* necessary for this person to be "fast-thinking"? What does that even mean?

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!

"High stakes" in a job like this means the product doesn't work, or only works enough to be dangerous. You're there as a human shield between the customer and the product, and I promise it isn't even as fun as it sounds.

This role is perfect for someone with a sense of customer empathy

A single sense of empathy. Just one.

comfortable in ambiguity, and a desire to help merchants solve complex problems.

You'll get zero support and will be expected to make the product work anyway. SO FUN.

Resolve complex support issues from merchants via email, Slack, and chat, ensuring fast, clear, and accurate responses.

Oh god, chat as a channel for solving complex financial issues sounds like a nightmare.

I will, however, give them points for offering examples of work that will be done in the role. That's rare to see and a helpful way for candidates to determine whether they're really interested in the job.

Exceptional problem-solving skills—you’re resourceful, detail-oriented, and able to think on your feet.

They keep saying this and I think the major problem is that they're not being specific enough. If you can give examples of work, then it stands to reason you can be clear about the kinds of problems candidates will face. For instance, they could say that candidates need experience with data reconciliation, accounting practices, invoicing, etc.

"Problem-solving" is so nebulous as to be useless.

Ability to manage high ticket volume while maintaining high-quality responses.

This is a red flag. In a financial product like this, you can have a fast response rate or you can have high-quality responses. Unless you are very robustly staffed, you can't have both.

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.

The number of times they've repeated this is its own red flag. Still no salary, still a BINGO.

Original Job Description: Technical Support Analyst

About the Company
Tabs is revolutionizing Accounts Receivable for B2B companies. Using the power of AI, Tabs is able to understand and extract elements from even the most complex B2B contracts and then power automated billing, revenue recognition, and reporting workflows. Our customers use Tabs to eliminate manual work, collect cash faster, streamline operations, and increase business model flexibility. Tabs is a hyper-growth Series A company based in New York that has raised  $40m to date from top-tier VCs like General Catalyst, Lightspeed and Primary Ventures.

Using AI to interpret contracts and streamline workflows, Tabs aligns critical CRM and ERP data, reducing errors and improving accuracy. Our "Commercial Graph" eliminates the inefficiencies of manual data entry, allowing businesses to go live in days—not months. By prioritizing contracts as the source of truth, we ensure seamless financial operations from deal desk to invoice.

Why This Role Matters

We’re looking for a highly capable, fast-thinking Technical Support Analyst 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 Success, Engineering, Product, and 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. 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!

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.

What You’ll Do

• 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 Success, Engineering & 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 Stripe 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%.

What You Bring

• 3-5 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.
• 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.

Why Tabs, Perks, and Benefits

• Competitive compensation and equity
• 100% coverage for healthcare (Medical, Dental, and Vision)
• Daily meal and coffee stipend for in-office days
• Tax-free contribution to commuter benefits
• Collaborative team environment with opportunities for career advancement.
• Learn from a founding team with track record of multiple IPO exits 

If you’re ready to take ownership of complex support issues, think critically, and make an impact, we’d love to meet you!

Even if you don’t meet 100% of the qualifications, we recommend applying to the role! We are a NYC-based team spending 5 days a week in person at our offices in midtown Manhattan.