Technical Support Engineer
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Requirements
• 3-6+ years in Technical Support, Solutions Engineering, Implementation, or similar customer-facing technical roles • SaaS experience preferred, ideally in e-commerce, logistics, marketing automation, or platform products • Confident supporting customers across written channels, chat, calls, and screen shares • Comfortable operating in fast-paced, collaborative environments (startup experience a plus) • Strong hands-on troubleshooting across REST/GraphQL APIs, webhooks, integrations, logs, and monitoring tool • Working knowledge of JSON, SQL, relational databases, and core programming concepts • Familiar with e-commerce platforms (e.g., Shopify), web technologies (HTTP, HTML, DNS), and networking fundamentals • Bonus: experience with JavaScript, HTML, or similar languages
Responsibilities
• Act as the primary technical contact for customer-reported issues and calls with merchants across Swap • Investigate, triage, and resolve issues across frontend, backend, integrations, and data pipelines • Debug using logs, API responses, system behavior, and internal tooling to identify root causes • Walk customers through troubleshooting steps with clear, friendly, and actionable guidance • Maintain detailed records of known issues, resolutions, and workarounds • Guide customers through technical setup, including APIs, webhooks, data pipelines, and system configuration • Support deployment of custom workflows and integration patterns aligned with Swap’s infrastructure • Assist customers using e-commerce platforms such as Shopify (and similar ecosystems) • Escalate complex or critical issues to Engineering and follow through to resolution • Identify patterns in support tickets and surface insights to Product and Design teams • Participate in beta testing, user research, and feedback loops to improve product quality and UX • Advocate for customer needs and influence product decisions with real-world technical insight • Create and maintain technical documentation, training materials, and knowledge base content
Benefits
• Stock options in a high-growth startup. • Competitive PTO with public holidays additional. • Private Health. • Breakfast Mondays. • Diversity & Equal Opportunities • We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills, and views. The more inclusive we are, the better our work will be. Creating a culture of equality isn't just the right thing to do; it's also the smart thing.