Swooped · 20 hours ago

Technical Support Specialist

United States

Full-time

Remote

Entry, Mid Level

$80K/yr - $115K/yr

2+ years exp

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Responsibilities

Contributing to the smooth day-to-day operation of the Support team, managing customer escalations effectively. Close collaboration with Customer Success Managers (CSMs) on customer-facing communications and with Engineering on internal escalations will be essential to meet and exceed service level commitments. Occasional collaboration with Product, Bank Partnerships, Sales, Marketing, and Finance will also depend on the nature of customer requests.

Collaborating cross-functionally with Engineering, Product, and other teams on projects impacting how both internal and external users interact with the system.

Participating in a rotational on-call schedule to provide support for customers with 24/7 access, specifically concerning P0 & P1 incidents.

Implementing data-driven methodologies to collect customer feedback and trends. Sharing relevant customer-specific and product-specific recommendations with Engineering and Product to resolve recurring issues or to develop new capabilities aimed at enhancing customers’ operational efficiency.

Assisting in the planning, development, and implementation of policies, procedures, performance standards, and training programs for the Customer Support team.

Leveraging SQL data analysis, business intelligence, and API troubleshooting skills to resolve common technical inquiries or conduct in-depth diagnostics before escalating to the Engineering team.

Qualification

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SQL data analysisAPI troubleshootingB2B SaaS experienceProcess improvementCase management solutionsBusiness intelligence toolsCustomer supportTechnical supportWeb connectivityIntegration protocolsAPI conceptsCross-functional collaborationDocumentation

Required

2+ years of experience in customer-facing roles at B2B SaaS companies, in functions such as technical support, customer success, sales engineering, product management, engineering, or network operations.

Experience in process improvement and documentation.

Familiarity with case management solutions such as Zendesk, Salesforce Service Cloud, Linear, etc.

Knowledge of web connectivity and integration protocols including JSON / XML, file transfer protocols like FTP / FTPS / SFTP, API tools such as Postman, and API concepts, including idempotency and pagination.

Expertise with business intelligence tools like Looker, DataDog, and Sentry.