Support Engineer

• 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.

TAB

Technical Support Analyst