Senior Technical Support Specialist

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

We’re looking for a reliable, organised, and experienced Senior Technical Support Specialist who thrives on solving problems and helping merchants succeed. You’ll play a key role in supporting our clients with technical questions, troubleshooting platform issues, and guiding them to get the most out of Swap.This role sits at the crossroads of support, product, and ops: part detective, part educator, part technical translator. You’ll handle urgent escalations, collaborate closely with engineering and product, and also build longer-term improvements to make support faster and smarter.You’ll combine a technical mindset with a customer-first approach, and you’ll have the opportunity to make a real impact in a fast-paced scale-up environment.

What You Will Do

• Investigate complex technical issues escalated from our CX team.

• Review API logs, and internal monitoring systems.

• Act as the Tier 2/3 escalation point for advanced cases (API errors, webhook failures, customs/documentation issues, Stripe disputes).

• Own high-impact workflows, including:

• Stripe Dispute Evidence submissions.

• Customs documentation (HS codes, COO, commercial invoices).

• Carrier claims (lost/damaged parcels).

• Label regeneration & advanced shipping rules.

• Become a subject-matter expert (SME) in one or more product areas (e.g. Automations, APIs, Auth, Integrations).

• Collaborate cross-functionally with Product, R&D, Account Managers, CSMs, Ops, and Data teams tailoring communication for both technical and non-technical audiences.

• Analyse support data to spot trends, identify root causes, and provide actionable insights for product improvements.

• Join calls with customers and partners as a trusted technical expert, especially in high-stakes or sensitive cases.

• Create and maintain documentation, training guides, and Knowledge Base articles to enable Tier 1 support to handle more advanced cases independently.

• Mentor and coach junior team members on technical troubleshooting and customer communication.

• Drive initiatives to reduce ticket volume, streamline processes, and improve overall support efficiency.

• Own and refine internal processes around escalations, bug management, and cross-team communication.

• Balance short-term problem-solving with long-term improvements that make support scalable.

Requirements

• 4+ years in Technical Customer Support , ideally in SaaS, e-commerce, or logistics.

• Strong working knowledge of:

• APIs & webhooks (authentication, error codes, debugging).

• E-commerce platforms (Shopify, BigCommerce, WooCommerce).

• Payments & disputes (Stripe or similar).

• Shipping & logistics (carriers, customs docs, duties/taxes).

• Excellent communication skills able to explain technical concepts clearly to non-technical customers.

• Proficiency with SQL, Postman, JavaScript, JSON, Shopify, CSS, or HTML.

• Empathetic and solution-oriented: able to balance urgency, accuracy, and reassurance in customer interactions.

• Proven ability to own escalations end-to-end, coordinating across multiple teams.

• Strong organisational skills able to juggle multiple high-priority issues and meet deadlines in a fast-paced environment.

Nice to Have

• Experience in a startup/scale-up environment.

• Familiarity with support tools like Intercom, Linear, or Jira.

• Knowledge of customs regulations, HS codes, or international trade.

• Experience with dispute/chargeback management.

• Ability to scope and recommend technical solutions, including integrations or customisations.

What Success Looks Like

• Complex merchant issues are resolved quickly and thoroughly.

• Support efficiency improves through better processes, documentation, and enablement.

• Junior team members become more confident handling advanced cases.

• Swap’s merchants report higher trust and satisfaction after escalations.

• Insights from support drive measurable product improvements.

Why Join Swap

• Be part of a fast-growing scale-up tackling the toughest challenges in commerce.

• Own high-impact projects and directly shape the future of Technical Support.

• Work with smart, motivated teammates across Support, Product, and Engineering.

• Hybrid Flexibility: 3 days in our TCR office, 2 days remote.

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.