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For Companies At a Glance
- Tasks: Troubleshoot complex customer issues and guide technical implementations in a dynamic environment.
- Company: Join Swap, an innovative AI-native platform transforming global commerce.
- Benefits: Enjoy competitive salary, stock options, wellness benefits, and flexible working arrangements.
- Why this job: Make a real impact by solving problems and improving customer experiences with cutting-edge technology.
- Qualifications: 3-6+ years in technical support or similar roles, with strong problem-solving skills.
- Other info: Be part of a diverse team that values creativity and shared ownership.
The predicted salary is between 36000 - 60000 ÂŁ per year.
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.
Technical Support Engineer employer: Swap
Contact Detail:
Swap Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Engineer
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for those interviews by practising common technical support scenarios. Think about how you'd troubleshoot issues and communicate solutions clearly. Role-playing with a friend can help you nail down your responses.
✨Tip Number 3
Show off your problem-solving skills! During interviews, share specific examples of how you've tackled complex issues in the past. This will demonstrate your hands-on experience and ability to think on your feet.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're genuinely interested in being part of the Swap team and contributing to our mission.
We think you need these skills to ace Technical Support Engineer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Technical Support Engineer role. Highlight your relevant experience in troubleshooting, customer support, and any specific technologies mentioned in the job description. We want to see how you fit into our team!
Showcase Your Problem-Solving Skills: In your application, share examples of how you've tackled complex technical issues in the past. We love candidates who can demonstrate their analytical thinking and hands-on troubleshooting abilities, so don’t hold back on those success stories!
Communicate Clearly and Empathetically: Since this role involves a lot of customer interaction, it’s crucial to showcase your communication skills. Use clear language in your application and convey your ability to explain technical concepts in an easy-to-understand way. We value empathy and clarity at Swap!
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Swap!
How to prepare for a job interview at Swap
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially around REST/GraphQL APIs, webhooks, and integrations. Be ready to discuss your troubleshooting process and how you've resolved complex issues in the past.
✨Showcase Your Communication Skills
Since this role involves a lot of customer interaction, practice explaining technical concepts in simple terms. Think about examples where you've successfully guided customers through troubleshooting steps with clarity and empathy.
✨Demonstrate Your Problem-Solving Mindset
Prepare to share specific instances where you've identified root causes of issues and implemented solutions. Highlight your ability to manage multiple priorities and work effectively in fast-paced environments.
✨Familiarise Yourself with Swap's Products
Take some time to understand Swap's platform and its offerings. Being knowledgeable about their products will not only impress your interviewers but also help you relate your experience to their needs.