Why This Job is Featured on The SaaS Jobs
Tabs sits in a modern SaaS category where support is tightly coupled to product workflows, not just break fix. As an AI native revenue platform handling billing, collections, and revenue recognition, the surface area for customer issues spans data, integrations, and finance operations. That makes a Technical Support Analyst role here a clear window into how SaaS products behave in production when reliability and accuracy directly affect cash flow.
For a long term SaaS career, this kind of support seat builds durable leverage. It develops the habit of translating real customer friction into actionable signals for Product and Engineering, while strengthening practical fluency in ticket triage, incident patterns, and self serve documentation. Exposure to ERPs, payments tooling, and compliance adjacent workflows also creates a foundation that transfers well across B2B SaaS, fintech SaaS, and platform companies with integration heavy products.
This role tends to fit professionals who like structured problem solving, clear written communication, and cross functional coordination. It also suits someone who wants to stay close to technical details without being in a pure engineering track, and who is comfortable operating as an early escalation point when issues are time sensitive.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Tabs is the leading AI-native revenue platform for modern finance and accounting teams. Tabs agents automates the entire contract-to-cash lifecycle, including billing, collections, revenue recognition, and reporting, to help teams eliminate manual work and accelerate cash flow.
High-growth companies like Cursor and Statsig rely on Tabs to generate invoices directly from contracts, reconcile payments in real time, and automate ASC 606 compliance.
Founded in 2023, Tabs has raised over $91 million from Lightspeed Venture Partners, General Catalyst, and Primary. The team is headquartered in New York and brings deep expertise in finance and AI.
Why This Role Matters
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. 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 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%.
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.
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.
Additional Information
This role is based in New York City at our Soho office.
Perks and Benefits (Full-time Employees)
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 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)
401k
Tabs is an equal opportunity employer. We welcome teammates of all identities and do not discriminate on the basis of race, ethnicity, religion, gender identity, sexual orientation, age, disability, veteran status, or any other protected characteristic. We’re committed to creating an environment where everyone can grow, contribute, and feel comfortable being themselves.
