Premium Support Specialist

About Our Client

Our client, Swooped, is revolutionizing how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise. This approach is reshaping critical knowledge work for decades to come, moving beyond incremental improvements to deliver end-to-end transformation.

This is a unique opportunity to contribute to a generational company at a significant inflection point. With over 1000 customers across 58+ countries, strong product-market fit, and backing from world-class investors, the organization is rapidly scaling and actively defining a new category. The work is ambitious, the standards are high, and the potential for personal, professional, and financial growth is unparalleled.

The team is comprised of sharp, motivated individuals deeply committed to their mission. They operate with speed and intensity, taking full ownership of problems from initial concept to long-term outcomes. The team maintains close customer relationships, from leadership to engineers, collaborating to solve real problems with urgency and care. If you thrive in ambiguous environments, strive for excellence, and wish to help shape the future of work alongside those who consistently raise the bar, you are invited to build with them. At Swooped, the future of professional services is being written today, and this is just the beginning.

About The Role

As Swooped continues to expand its premium customer offerings, a Premium Support Specialist is being sought to join the Customer Success organization. This role involves providing high-touch, technically proficient support to the organization’s most strategic customers, ensuring rapid and expert handling of complex, time-critical, and sensitive issues.

The Premium Support Specialist will enhance Swooped’s post-sale presence by collaborating closely with Customer Success Managers and various internal teams. The goal is to deliver exceptional technical support, proactive incident management, and clear, credible customer communications. This position is ideal for an individual who excels in high-stakes environments, enjoys in-depth problem-solving, and is dedicated to delivering a world-class customer experience.

What You'll Do

• Serve as a primary escalation point for Enterprise and Majors accounts, managing high-severity and technically complex support cases through to resolution.
• Triage, investigate, and resolve urgent customer issues with speed and sound judgment, coordinating efforts across Support, Customer Success, Engineering, Product, and Security teams.
• Maintain deep account context, including customer workflows, configurations, integrations, and sensitivities, applying this knowledge 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, covering severity classification, escalation handling, and post-incident retrospectives.
• Document root causes, resolutions, and preventative actions to enhance 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 improve Swooped’s 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.
• A strong technical foundation, with the capability to troubleshoot complex systems and effectively collaborate with Engineering and Product teams.
• Exceptional judgment when under pressure, comfortable operating in high-severity, time-sensitive, and confidential situations.
• Clear, polished written and verbal communication skills, with proven experience engaging senior customer stakeholders.
• Demonstrated ability to manage multiple urgent issues simultaneously while maintaining accuracy, composure, and customer trust.
• A 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.

Compensation and Benefits

The compensation range for this role is $109,000 – $147,700 and includes equity. Additionally, this role is eligible to participate in the equity plan and benefits program. Benefits include, but are not limited to: 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
• Incident Management
• Customer Communication
• Cross-functional Collaboration
• Problem Solving
• Account Management
• Process Improvement
• Troubleshooting