Senior Technical Support Specialist

Location: London (Hybrid)

About Swap

Swap is the infrastructure behind modern agentic commerce. The only AI-native platform connecting backend operations with a forward-thinking storefront experience.

Built for brands that want to sell anything - anywhere, Swap centralises global operations, powers intelligent workflows, and unlocks margin-protecting decisions with real-time data and capability. Our products span cross-border, tax, returns, demand planning, and our next-generation agentic storefront, giving merchants full transparency and the ability to act with confidence.

At Swap, we’re building a culture that values clarity, creativity, and shared ownership as we redefine how global commerce works.

About the role

As a Technical Support Engineer, you are the primary technical contact for complex customer issues, working across frontend, backend, integrations, and data systems. This is a hands-on, customer-facing role focused on deep troubleshooting, guiding technical implementations, and partnering closely with Engineering, Product, and Customer Success to drive resolution and improvement.

You’ll debug real-world problems, improve documentation and tooling, and feed customer insights back into the product. Success in this role requires strong problem-solving skills, clear and empathetic communication, ownership mindset, curiosity, and the ability to manage multiple priorities in a fast-paced environment.

What You Will Do

• 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

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

Benefits

• Competitive base salary.

• Stock options in a high-growth startup.

• Competitive PTO with public holidays additional.

• Private Health.

• Pension.

• Wellness benefits.

• 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.