IT Client Services role providing Tier 1 - 3 support for software, hardware, and meeting technology issues. Involvement in user education and asset management within an inclusive workplace.
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
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