Systems Support Technician solving IT - related issues for GT Motive in a collaborative environment. Responsibilities include hardware maintenance, software installation, and ticketing system management.
About the role
- Senior Technical Support Lead providing technical leadership in a hybrid role at Swap, which connects backend operations with a modern storefront experience.
Responsibilities
- Act as a senior technical advisor across Swap products, providing deep expertise during complex changes, launches, and incidents and manage the team.
- Identify technical risk and readiness gaps early, and proactively flag issues that could impact customers or support teams.
- Partner with Product and Engineering to stress-test assumptions, surface support implications, and improve rollout quality.
- Provide experienced technical decision-making and coverage from the US, supporting global teams during critical moments.
- Lead the most complex and high-impact technical escalations, particularly those requiring deep product, integration, or architectural understanding.
- Apply strong technical judgment to triage ambiguous or fast-moving situations, balancing customer impact, risk, and speed.
- Influence and improve support practices by identifying friction, failure patterns, and opportunities for simplification.
- Partner with managers and operations teams to shape tools, workflows, and metrics through hands-on experience and insight.
- Act as a multiplier by sharing patterns, guidance, and best practices across teams and regions.
- Work closely with Product, Engineering, Security, and Commercial teams to unblock customers and drive meaningful outcomes.
- Represent Support in discussions related to architecture, integrations, security posture, and platform reliability.
Requirements
- 4+ years in technical support or technical customer-facing roles within a SaaS environment, ideally supporting enterprise or high-growth customers.
- Proven experience acting as a senior technical escalation owner in complex, fast-moving environments.
- Strong technical fluency across APIs, webhooks, and authentication.
- Strong technical fluency across Shopify APIs and ecommerce integrations.
- Strong technical fluency across Domain management and security workflows.
- Experience partnering effectively with Product and Engineering to influence outcomes without formal authority.
- Comfort going hands-on with technical tools and data when needed (e.g. SQL, Postman, APIs, JSON), and the ability to guide others through complex investigations.
- A track record of improving customer experience and operational effectiveness through better systems, processes, and standards.
- Strong prioritisation and decision-making skills under pressure.
- A proactive, pragmatic mindset with the confidence to lead through ambiguity.
Benefits
- Competitive base salary.
- Stock options in a high-growth startup.
- Competitive PTO with public holidays additional.
- Private Health.
- Pension.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Support Analyst ensuring service desk operations, responding to requests and maintaining IT hardware/software. Collaborating with staff through chat, phone, and Teams communications.
Technical Support Engineer providing expert - level support for messaging products at ClickSend. Monitoring, troubleshooting, and enhancing customer experience through technical resolutions.
Support Engineer providing product support for Business Integration Suite. Collaborating with customers to resolve support issues and improve services offered by SEEBURGER.
Product Support Engineer providing support for Business Integration Suite solutions. Collaborating to enhance business operations through effective problem management with clients.
Product Support Engineer responsible for resolving support cases and improving customer collaboration at SEEBURGER. Working on Business Integration Suite support and ensuring high service quality for premium customers.
Hybrid Support Engineer overseeing hybrid systems and data compliance for INDYCAR and its teams. Collaborating closely to ensure efficiency and consistency across engineering practices.
Analytic Support Developer monitoring critical data flows and managing incidents at Stefanini. Requires strong data engineering skills and availability for rotating shifts.
Desarrollador de soporte analítico monitoreando flujos de datos y apoyando en la solución de incidentes. Colaboración con el equipo técnico de NEQUI en la operación de plataformas de datos.
Technical Support Engineer providing support for ESET products to customers and partners. Involves problem - solving, root cause analysis, and 24/7 availability.