Premium Support Specialist

About Swooped

Our client, Swooped, is revolutionizing legal and professional services through frontier agentic AI and an enterprise-grade platform. This is a unique opportunity to join a rapidly scaling company with over 1000 customers in 58+ countries, strong product-market fit, and world-class investor backing. You'll contribute to an ambitious mission, working with a sharp, motivated team deeply committed to shaping the future of knowledge work.

The team at Swooped moves fast, operates with intensity, and takes ownership from initial concept to long-term outcomes. They maintain close relationships with customers to solve real problems with urgency. If you thrive in ambiguous, high-excellence environments and want to build the future of professional services, Swooped invites you to join their journey.

About The Role: Premium Support Specialist

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

The Premium Support Specialist will enhance Swooped's post-sale presence by collaborating with Customer Success Managers and internal teams to deliver exceptional technical support, proactive incident management, and clear customer communications. This position is ideal for individuals who excel in high-stakes environments, enjoy in-depth problem-solving, and are dedicated to providing 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 to resolution.
• Triage, investigate, and resolve urgent customer issues rapidly, coordinating with 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 to senior customer stakeholders, such as 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 enhance product reliability, internal knowledge, and operational maturity.
• Contribute to the development and continuous improvement of escalation playbooks, runbooks, and support tooling.
• Partner with Customer Success Managers to improve 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, capable of troubleshooting complex systems and collaborating effectively with Engineering and Product teams.
• Exceptional judgment under pressure, comfortable 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.

Key skills/competency

• Technical Support
• Escalation Management
• Customer Success
• Troubleshooting
• Incident Management
• Enterprise Software
• AI/Agentic AI
• Communication Skills
• Problem Solving
• Cross-functional Collaboration