Technical Support Specialist

Support Specialist

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.

We're seeking a reliable, organised, and technically minded Support Specialist who enjoys problem-solving and delivering great customer experiences. You'll handle technical questions from merchants, investigate issues across our platform, and help ensure merchants get fast, accurate resolutions. This role blends customer support with light technical investigation: part troubleshooting, part educator, part translator between merchants and our product/engineering teams. You'll work on a wide variety of workflows, from reviewing API logs to helping merchants understand customs docs and you'll be a key contributor to improving the support function as we grow. You'll work closely with our CX, Product, and Engineering teams to keep merchants moving and make our support function even better.

Key responsibilities:

• Investigate technical issues escalated from our CX team.
• Review API logs, webhook events, and internal monitoring tools.
• Act as a Tier 2 escalation point for issues such as:
• API errors
• Webhook failures
• Customs or documentation questions
• Stripe disputes
• Carrier claims (lost/damaged parcels)
• Label regeneration & shipping rule misconfigurations
• Become a subject-matter expert (SME) in a product area (e.g., Automations, APIs, Integrations).
• Work cross-functionally with Product, R&D, Account Managers, CSMs, and Ops to troubleshoot merchant issues.
• Join merchant calls when a technical specialist is needed for clarification or support.
• Create and maintain documentation, internal guides, and Knowledge Base articles.
• Contribute to process improvements that help reduce ticket volume and improve the support experience.

What we would like to see:

• 2-3+ 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.
• Proficiency with tools such as SQL, Postman, JavaScript, JSON, Shopify, or basic HTML/CSS.
• Empathetic and solution-oriented approach to customer interactions.
• Ability to manage escalations and coordinate with multiple teams.
• Strong organisational and time-management skills in a fast-paced environment.

What success looks like:

• Merchant issues are resolved quickly, accurately, and with great communication.
• Documentation and internal tooling become easier for the rest of the team to use.
• You become the go-to person for one or more technical areas.
• Insights you surface help improve product quality and reduce future issues.
• Merchants feel confident and supported after technical escalations.

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.