Premium Support Specialist

About the Role of Premium Support Specialist at Swooped

Our client is revolutionizing legal and professional services through frontier agentic AI and an enterprise-grade platform. This is a unique opportunity to join a generational company with over 1000 customers in 58+ countries, strong product-market fit, and world-class investor support, scaling rapidly and defining a new category.

The team thrives on ambition, intensity, and deep commitment, working closely with customers to solve real problems with urgency and care. If you are comfortable with ambiguity, dedicated to excellence, and eager to shape the future of work, this is the place for you.

About the Premium Support Specialist Opportunity

As the organization expands its premium customer offerings, we are seeking a Premium Support Specialist to join the Customer Success organization. This high-touch role provides technically fluent support to the most strategic customers, handling complex, time-critical, and sensitive issues with expertise and speed.

The Premium Support Specialist will enhance the post-sale experience by collaborating with Customer Success Managers and internal teams to deliver exceptional technical support, proactive incident management, and clear customer communications. This position is perfect for someone who excels in high-stakes environments, enjoys deep problem-solving, and is committed to delivering a world-class customer experience.

What You'll Do

• Serve as a primary escalation point for Enterprise and Majors accounts, owning high-severity and technically complex support cases through resolution.
• Triage, investigate, and resolve urgent customer issues with speed and sound judgment, coordinating across Support, Customer Success, Engineering, Product, and Security teams.
• Maintain deep account context, including customer workflows, configurations, integrations, and sensitivities, applying this to troubleshooting and communications.
• Provide real-time, hands-on technical support for senior customer stakeholders, including Knowledge Management, Innovation, and IT leaders.
• Lead clear and proactive incident communications, translating technical updates into customer-specific impact, expectations, and next steps.
• Participate in incident response workflows, including severity classification, escalation handling, and post-incident retrospectives.
• Document root causes, resolutions, and preventative actions to improve product reliability, internal knowledge coverage, and operational maturity.
• Contribute to the development and continuous improvement of escalation playbooks, runbooks, and support tooling.
• Partner closely with Customer Success Managers to enhance post-sale technical engagement and overall customer experience.

What You Have

• Experience supporting enterprise or highly regulated software products in technical support, escalation management, or technical account-facing roles.
• Strong technical foundation, with the ability to troubleshoot complex systems and collaborate effectively with Engineering and Product teams.
• Exceptional judgment under pressure, with comfort operating in high-severity, time-sensitive, and confidential situations.
• Clear, polished written and verbal communication skills, with experience engaging senior customer stakeholders.
• Demonstrated ability to manage multiple urgent issues simultaneously while maintaining accuracy, composure, and customer trust.
• Highly collaborative mindset and strong partnership orientation with Customer Success and cross-functional teams.
• Comfort operating in ambiguity and contributing to process-building in a fast-scaling environment.

Additional Information

The compensation range for this role is $109,000 – $147,700 and includes equity. This role is eligible for the equity plan and benefits program, which includes comprehensive health, dental, and vision coverage, retirement benefits (401k match up to 4%), and flexible PTO.

Key skills/competency

• Technical Support
• Escalation Management
• Enterprise Software
• Customer Success
• Incident Management
• Troubleshooting
• Client Communication
• Problem Solving
• Cross-functional Collaboration
• SaaS Support