Technical Support Analyst

About Our Client

Our client is an AI-native revenue platform designed for modern finance and accounting teams. This platform leverages intelligent automation to streamline the entire contract-to-cash lifecycle, encompassing billing, collections, revenue recognition, and reporting. The solution aims to reduce manual processes and enhance cash flow efficiency for high-growth organizations.

Founded recently and supported by leading venture capital firms, the company operates from a major U.S. tech hub and is led by a team with extensive expertise in finance technology and artificial intelligence.

Why This Role Matters

Swooped is seeking a highly capable and fast-thinking Technical Support Analyst to manage the increasing volume of technical requests from merchants utilizing the platform. This position serves as the frontline resource for troubleshooting, issue resolution, and merchant enablement, ensuring users consistently receive a seamless and high-quality experience.

The Technical Support Analyst will collaborate cross-functionally with Customer Success, Engineering, Product, and Contract Operations teams to resolve technical challenges and identify recurring trends. This role acts as the primary resource for solving technical issues that do not necessitate engineering development but are crucial for merchant success. This is an ideal opportunity for individuals who thrive in fast-paced environments, enjoy problem-solving, and are passionate about delivering exceptional user experiences.

The ideal candidate will demonstrate strong customer empathy, expert technical troubleshooting skills, familiarity with ERP systems such as NetSuite or QuickBooks, comfort working in ambiguous environments, and a passion for assisting merchants with complex operational challenges.

What You’ll Do

• Resolve complex merchant support issues through email, chat, and collaboration platforms, delivering fast, clear, and accurate responses.
• Manage ticket triage and prioritization, identify root causes, and escalate issues when necessary.
• Troubleshoot technical challenges related to invoicing, payment processing, integrations, and merchant data workflows.
• Identify recurring trends and provide actionable insights to Product and Engineering teams.
• Educate merchants by providing best practice guidance for platform usage.
• Collaborate with Customer Success, Engineering, and Contract Operations teams to resolve high-priority issues efficiently.
• Contribute to internal documentation to improve workflows and reduce repeat inquiries.
• Take ownership by driving improvements, identifying trends, and helping prevent recurring technical challenges.

Examples of Work

Handling Critical Invoice Issues: Diagnose data mismatches between the platform and merchant ERP systems, extract and format required data, coordinate with engineering teams for resolution, and ensure invoice processing is completed promptly.

Debugging Payment Failures: Investigate payment processing errors caused by integration issues, identify root causes through system logs, collaborate with engineering teams to resolve the issue, and guide merchants through corrective actions.

Proactive Issue Prevention and Merchant Education: Identify patterns in merchant configuration challenges, develop internal resources and training materials, and reduce recurring support requests through proactive education initiatives.

What You Bring

• 3–5 years of experience in technical support, customer support, or customer success roles, preferably within SaaS or fintech environments.
• Strong analytical and problem-solving abilities with high attention to detail.
• Technical troubleshooting experience involving APIs, ERP systems, or payment platforms.
• Accounting knowledge is considered a plus.
• Strong written and verbal communication skills with the ability to simplify complex technical concepts.
• Experience managing high ticket volumes while maintaining response quality.
• Familiarity with ticketing systems such as HubSpot, Zendesk, Pylon, or similar tools.
• Experience with SQL or data querying is a plus.
• Ability to perform effectively in high-pressure, fast-paced startup or technical environments.
• Availability to support occasional after-hours coverage in support of a 24/7 SaaS operation.

Perks and Benefits (Full-Time Employees)

• Competitive compensation package including equity opportunities.
• Flexible paid time off.
• Employer-covered healthcare benefits, including medical, dental, and vision coverage.
• Meal benefits for in-office workdays.
• Parental leave benefits.
• Commuter and parking benefits.
• Optional insurance programs including life, hospital, accident, and critical illness coverage.
• Employee assistance and wellness programs.
• Retirement savings plan options.

Compensation

$60,000 – $82,500 base salary range plus equity opportunities.

Key skills/competency

• Technical Support
• Troubleshooting
• ERP Systems (NetSuite, QuickBooks)
• API Integration
• Payment Processing
• SaaS
• Fintech
• Customer Empathy
• SQL
• Ticketing Systems (HubSpot, Zendesk)