Technical Support Analyst

About This Role

This role is for a highly capable and fast-thinking Technical Support Analyst to resolve technical requests from merchants using an AI-native revenue platform. The position involves troubleshooting, issue resolution, and merchant enablement to ensure a seamless and high-quality user experience.

Responsibilities

• Resolve complex merchant support issues through email, chat, and collaboration platforms while delivering fast, clear, and accurate responses.
• Manage ticket triage and prioritization, identify root causes, and escalate issues when necessary.
• Troubleshoot technical challenges related to invoicing, payment processing, integrations, and merchant data workflows.
• Identify recurring trends and provide actionable insights to Product and Engineering teams.
• Educate merchants by providing best practice guidance for platform usage.
• Collaborate with Customer Success, Engineering, and Contract Operations teams to resolve high-priority issues efficiently.
• Contribute to internal documentation to improve workflows and reduce repeat inquiries.
• Take ownership by driving improvements, identifying trends, and helping prevent recurring technical challenges.

Requirements

• 3-5 years of experience in technical support, customer support, or customer success roles, preferably within SaaS or fintech environments.
• Strong analytical and problem-solving abilities with high attention to detail.
• Technical troubleshooting experience involving APIs, ERP systems, or payment platforms.
• Strong written and verbal communication skills with the ability to simplify complex technical concepts.
• Experience managing high ticket volumes while maintaining response quality.
• Familiarity with ticketing systems such as HubSpot, Zendesk, Pylon, or similar tools.
• Ability to perform effectively in high-pressure, fast-paced startup or technical environments.

Qualifications

• 3-5 years of experience in technical support, customer support, or customer success roles

Nice to Have

• Accounting knowledge
• Experience with SQL or data querying

Skills

* Required skills

Benefits