Manager, Technical Support

About Swooped

Buying software and services at work has become increasingly complex, with enterprises spending over $120 trillion annually and relying heavily on vendors to operate. Swooped was founded to simplify this challenge through a purpose-built procurement platform that delivers a consumer-grade user experience.

In just four years, it has created a new category and become a market leader, helping top global companies manage billions in spend. Backed by strong funding and a high valuation, the company is focused on building advanced technology, expanding globally, and delivering significant value to its customers with a world-class team.

About The Role

As a Manager, Technical Support on the Customer team, this role plays a mission-critical leadership position in ensuring customers receive fast, accurate, and technically excellent support. This role will oversee the US Technical Support organization while sharing leadership responsibility for the Philippines-based team, driving global coverage, operational rigor, and service excellence.

This role will serve as a strategic connector between Support, Product, and Engineering, ensuring escalations are handled efficiently, systemic issues are identified early, and customers receive a consistently high-quality experience regardless of region.

In this role, the individual will develop deep expertise across Swooped's rapidly expanding ecosystem: Procurement, Intake, Approvals, Suppliers, ERP and SSO integrations, and the broader workflow engine, while supporting marquee customers.

The impact will scale with the organization's growth: every process improved strengthens the technical foundation of the global Customer organization.

Key Responsibilities

• Team Leadership & Global CoverageLead and develop the US Technical Support team, establishing clear performance expectations, coaching plans, and career pathways.Share operational oversight of the Philippines team, partnering with regional leadership to ensure seamless 24/5 (or follow-the-sun) support coverage.Drive staffing models, workforce planning, and scheduling to meet SLA targets and response-time goals.Foster a culture of ownership, urgency, technical excellence, and customer advocacy.
• Technical Escalation & Issue ResolutionAct as a senior escalation leader for complex technical issues, ensuring rapid triage and resolution.Guide teams through deep-dive investigations, reproduction steps, and ownership determination before routing to Engineering.Partner closely with Engineering to strengthen feedback loops and reduce time-to-resolution.
• Operational Excellence & Process OwnershipBuild and scale global escalation pathways from Customer → Product → Engineering.Standardize triage workflows, debugging practices, ticket handoffs, and prioritization frameworks.Identify systemic friction points and implement process improvements that enhance predictability and SLA performance.Leverage metrics and dashboards to manage team performance and continuously improve response quality and speed.
• Customer Advocacy & Cross-Functional PartnershipServe as the voice of the customer, surfacing trends and influencing product roadmap decisions.Partner with Sales, CSM, Onboarding, and TAM teams to support enterprise customers and high-impact launches.Step in directly with customers when urgent or highly technical situations require leadership engagement.
• Data, Tooling & Continuous ImprovementUtilize observability tools, logs, and analytics platforms to identify patterns and operational risks.Drive knowledge management improvements to reduce escalations and increase Tier 1 resolution rates.Champion automation and AI-driven support capabilities to scale the organization efficiently.

Qualifications

• 7+ years in technical, customer-facing roles with at least 3 years in a people management capacity within Technical Support or a similar function.
• Proven experience leading distributed or global teams.
• Strong track record partnering with Engineering and Product to resolve complex technical issues.
• Experience supporting enterprise-scale customers in SLA-driven environments.
• Demonstrated success building scalable processes and improving operational performance.

Core Skills

• Exceptional leadership, communication, and stakeholder management skills.
• Strong operational mindset with the ability to balance strategy and execution.
• Excellent prioritization and decision-making in high-pressure environments.
• Ability to translate complex technical concepts for both executive and non-technical audiences.
• Fast learner capable of mastering complex architectures, workflows, and integrations.

Technical Skills

• Advanced understanding of APIs (REST/GraphQL), OAuth, SSO (Okta, Azure AD), webhooks, and integration architectures.
• Experience working across ERP systems such as NetSuite, Oracle, or SAP.
• Familiarity with SCIM, identity provisioning, and access-control models.
• Strong knowledge of SQL and debugging methodologies.
• Ability to interpret logs, stack traces, and structured datasets (JSON, XML, CSV).
• Exposure to cloud platforms (AWS, Azure, GCP) and microservice architectures is preferred.
• Experience with languages such as Ruby, Python, or JavaScript is a plus.

Perks & Benefits

• Start-up equity
• Full health, vision & dental coverage
• Catered lunches & dinners for SF employees
• Commuter benefit
• Team building events & happy hours
• Flexible PTO
• Apple equipment + home office budget
• 401k plan

Key skills/competency

• Technical Support Leadership
• Customer Advocacy
• Operational Excellence
• Team Management
• SLA Management
• API Integration
• SSO Configuration
• ERP Systems
• SQL Debugging
• Process Improvement