Technical Support Lead

About Swap

Swap is the infrastructure behind modern agentic commerce. We are 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 Technical Support Lead Role

We’re creating a new Technical Support Lead role to provide deep, cross-product technical leadership across Swap’s Support organisation, with a primary focus on US-based coverage and scale. You’ll act as a senior technical authority within Support, owning complex and high-impact escalations, setting standards for technical excellence, and helping design the processes and systems needed to scale Technical Support in the US. While this role may grow into formal people management over time, its immediate focus is technical leadership, execution, and influence. This role complements global leadership by adding strong, hands-on technical ownership and regional depth during a critical growth phase.

Key Responsibilities

• Act as a senior technical advisor across Swap products, providing deep expertise during complex changes, launches, and incidents and manage the team.
• Identify technical risk and readiness gaps early, and proactively flag issues that could impact customers or support teams.
• Partner with Product and Engineering to stress-test assumptions, surface support implications, and improve rollout quality.
• Provide experienced technical decision-making and coverage from the US, supporting global teams during critical moments.
• Lead the most complex and high-impact technical escalations, particularly those requiring deep product, integration, or architectural understanding.
• Apply strong technical judgment to triage ambiguous or fast-moving situations, balancing customer impact, risk, and speed.
• Influence and improve support practices by identifying friction, failure patterns, and opportunities for simplification.
• Partner with managers and operations teams to shape tools, workflows, and metrics through hands-on experience and insight.
• Act as a multiplier by sharing patterns, guidance, and best practices across teams and regions.
• Work closely with Product, Engineering, Security, and Commercial teams to unblock customers and drive meaningful outcomes.
• Represent Support in discussions related to architecture, integrations, security posture, and platform reliability.

What We Would Like To See

• 4+ years in technical support or technical customer-facing roles within a SaaS environment, ideally supporting enterprise or high-growth customers.
• Proven experience acting as a senior technical escalation owner in complex, fast-moving environments.
• Strong technical fluency across APIs, webhooks, and authentication.
• Strong technical fluency across Shopify APIs and ecommerce integrations.
• Strong technical fluency across Domain management and security workflows.
• Experience partnering effectively with Product and Engineering to influence outcomes without formal authority.
• Comfort going hands-on with technical tools and data when needed (e.g., SQL, Postman, APIs, JSON), and the ability to guide others through complex investigations.
• A track record of improving customer experience and operational effectiveness through better systems, processes, and standards.
• Strong prioritisation and decision-making skills under pressure.
• A proactive, pragmatic mindset with the confidence to lead through ambiguity.

Benefits

• Competitive base salary.
• Stock options in a high-growth startup.
• Competitive PTO with public holidays additional.
• Private Health.
• Pension.

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.

Key skills/competency

• Technical Support
• SaaS Environment
• Customer Facing
• API Integration
• Shopify Ecosystem
• Escalation Management
• Technical Leadership
• Problem Solving
• Cross-functional Collaboration
• System Optimization