Technical Support Analyst
Swooped
Job Overview
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Job Description
About the Technical Support Analyst Role
Our client is an AI-native revenue platform built for modern finance and accounting teams. The platform uses intelligent automation to streamline the contract-to-cash lifecycle including billing, collections, revenue recognition, and reporting to improve cash flow efficiency for high-growth organizations. The company is recently founded and backed by leading venture capital firms, operating from a major U.S. tech hub.
Why This Role Matters
The Technical Support Analyst is a frontline resource in troubleshooting, issue resolution, and merchant enablement. This role supports a growing volume of technical requests and works cross-functionally with Customer Success, Engineering, Product, and Contract Operations teams to maintain high quality, seamless user experiences.
What You’ll Do
- Resolve complex merchant support issues through email, chat, and collaboration platforms.
- Manage ticket triage, prioritization, and expedite issue resolution.
- Troubleshoot technical challenges related to invoicing, payment processing, integrations, and merchant data workflows.
- Identify recurring trends and deliver actionable insights to Product and Engineering teams.
- Educate merchants on best practices for platform usage.
- Collaborate with various teams to resolve high-priority issues efficiently.
- Contribute to internal documentation and process improvements.
- Take ownership of driving improvements and preventing recurring technical challenges.
Examples of Work
- Handling Critical Invoice Issues: Diagnose data mismatches, coordinate with engineering, and ensure prompt invoice processing.
- Debugging Payment Failures: Investigate integration issues, analyze system logs, and guide merchants on corrective actions.
- Proactive Issue Prevention & Merchant Education: Identify configuration patterns and develop internal resources to reduce support requests.
What You Bring
- 3–5 years of experience in technical or customer support, preferably in SaaS or fintech.
- Strong analytical, problem-solving, and technical troubleshooting skills.
- Familiarity with ERP systems such as NetSuite or QuickBooks and ticketing systems like HubSpot, Zendesk, or Pylon.
- Ability to manage high ticket volumes with quality responses.
- Basic SQL or data querying skills a plus.
- Excellent communication skills and customer empathy.
- Availability for occasional after-hours 24/7 support.
Perks and Benefits
- Competitive compensation package including equity opportunities.
- Flexible paid time off and employer-covered healthcare benefits.
- Meal benefits for in-office workdays and parental leave.
- Commuter, parking benefits and optional insurance programs.
- Employee assistance, wellness programs, and retirement savings options.
Compensation
$60,000 – $82,500 base salary range plus equity opportunities.
Key skills/competency
- Technical Support
- Troubleshooting
- Customer Success
- SaaS
- Fintech
- ERP Systems
- Payment Processing
- Issue Resolution
- Data Analysis
- Collaboration
How to Get Hired at Swooped
- Research Swooped's culture: Study their mission and recent news.
- Tailor your resume: Highlight SaaS, fintech, and support skills.
- Prepare technical examples: Showcase troubleshooting and ERP experience.
- Practice communication: Emphasize clarity and customer empathy.
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