Technical Support Engineer

Job overview

We’re looking for a Technical Support Engineer to work closely with our customers to diagnose and resolve technical issues. You’ll play a critical role at the intersection of product, engineering, and customer success, and report to the Head of Engineering.

This role requires strong technical fundamentals, clear communication, and comfort working directly with customers. You’ll own customer issues end to end and help ensure that teams get real value from Swarmia.

This is a hybrid role based in New York, with regular in-office collaboration.

About Swarmia

Swarmia is a fast-growing B2B SaaS company that helps some of the best software companies in the world, including Miro, Superhuman, and Bolt, measure and systematically improve developer productivity and experience. We’ve built an international team of talented people who work from our HQ in Helsinki as well as the US.

The role

In this role, you’ll:

• Develop a deep understanding of Swarmia’s product and architecture to diagnose and resolve technical issues

• Own customer support cases from first contact through resolution

• Troubleshoot issues using logs, data pipelines, and customer configurations

• Help customers configure, use, and get the most out of Swarmia

• Provide clear, concise support via Slack, email, chat, and video calls

• Work closely with the product and engineering teams to communicate customer feedback, edge cases, and recurring issues

• Identify patterns in support requests and help improve documentation, tooling, and product reliability

• Document technical findings, known issues, and resolutions for internal and external use

Required skills and experience

• Degree in Information Technology, Computer Science, or experience in a relevant field

• Proven experience (2+ years) as a Technical Support Engineer, Solutions Engineer, Software Engineer, or similar role

• Hands-on experience with log-based troubleshooting and familiarity with CI/CD pipelines using GitHub or similar tools

• Solid understanding of software development processes and engineering practices

• Hands-on experience with SQL

• Exceptional problem-solving and communication skills

You should apply if:

• You have experience working with complex, evolving products and are excited to develop a deep understanding of how modern engineering organizations operate, from code to delivery.

• You’re naturally curious. When helping customers, you look beyond the immediate issue to understand how their tooling, workflows, and teams actually work.

• You have strong problem-solving skills and are comfortable defining ambiguous problems, narrowing scope, and working through them methodically.

• You care deeply about customer experience. You communicate clearly, pay attention to detail, and approach support with empathy and patience.

• You take ownership of customer issues end to end. When something breaks or behaves unexpectedly, you stay with it, make thoughtful decisions, and drive it to resolution.

• You have experience supporting B2B customers, from smaller engineering teams to larger, more complex organizations.

You shouldn’t apply if:

• You don’t like digging deep into technical problems. At Swarmia, technical support engineers regularly investigate complex issues across data pipelines, integrations, and customer configurations.

• You’re looking for a role focused primarily on ticket triage or fast handoffs. We expect our support engineers to investigate thoroughly before involving product or engineering.

• You prefer working with a simple, static product that can be fully understood quickly. Swarmia is a growing platform with broad surface area and continuous change.

Interview process

Our interview process is thoughtful and thorough. We want to make sure that every person who joins Swarmia is set up for success, and that you have enough information to decide whether Swarmia is the right place for you. The process for this role is as follows:

• Intro call with Recruiting - 45 minutes

• Hiring manager interview with Head of Engineering - 45 minutes

• Virtual technical interview - 2 hours

• Onsite interview with founder/CEO and Head of Engineering - 60 min

Benefits

• $85,000 – $105,000 annual salary plus meaningful equity.

• Comprehensive benefits, including 401(k) matching.

• Flexible model of work

• Great work-life balance — we’re a startup, but we don’t work at an unsustainable pace (many of us have kids and other responsibilities beyond work).

Swarmia provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We’re committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.