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Senior Technical Support Engineer

SwapLondon
Hybrid Full-time

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Experience Level

Mid to Senior

Qualifications

Strong analytical and troubleshooting skills, with a focus on delivering excellent customer service. Previous experience in technical support or a related field is preferred. Familiarity with e-commerce platforms and integrations is a plus. Ability to work collaboratively as part of a team while managing individual responsibilities.

About the job

Senior Technical Support Engineer

Location: London (Hybrid)

About Swap

At Swap, we are revolutionizing the landscape of modern commerce through our AI-native platform, which seamlessly integrates backend operations with innovative storefront experiences.

Designed for brands eager to sell anything, anywhere, Swap centralizes global operations and empowers intelligent workflows, enabling businesses to make informed decisions with real-time data. Our comprehensive range of products includes solutions for cross-border transactions, tax management, returns handling, demand planning, and our state-of-the-art agentic storefront, providing merchants with full transparency and the confidence to act decisively.

We are committed to fostering a workplace culture that champions clarity, creativity, and shared ownership as we redefine the future of global commerce.

About the Role

As a Senior Technical Support Engineer, you will serve as the principal technical liaison for complex customer issues, engaging with both frontend and backend systems, integrations, and data pipelines. This role is hands-on and customer-oriented, emphasizing in-depth troubleshooting, guiding technical implementations, and collaborating closely with Engineering, Product, and Customer Success teams to ensure swift resolutions and continuous improvements.

You will tackle real-world challenges, enhance documentation and tools, and relay customer insights back into our product development. To excel in this position, you will need exceptional problem-solving abilities, clear and empathetic communication skills, a sense of ownership, curiosity, and the aptitude to juggle multiple priorities in a dynamic environment.

Key Responsibilities

  • Act as the primary technical contact for customer-reported issues and provide assistance to merchants using Swap’s services.

  • Investigate, triage, and resolve issues across frontend, backend, integrations, and data pipelines.

  • Utilize logs, API responses, system behavior, and internal tools to diagnose root causes effectively.

  • Guide customers through troubleshooting steps with friendly and actionable advice.

  • Maintain comprehensive records of known issues, resolutions, and workarounds.

  • Assist customers with technical setup, including APIs, webhooks, data pipelines, and system configuration.

  • Support the deployment of custom workflows and integration patterns that align with Swap’s infrastructure.

  • Provide assistance to customers utilizing e-commerce platforms such as Shopify and similar ecosystems.

About Swap

Swap is at the forefront of modern commerce, providing an innovative AI-native platform that bridges backend operations with forward-thinking storefronts. Our mission is to empower brands to sell effectively in a global market, ensuring transparency and informed decisions through cutting-edge technology.

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