Technical Support Analyst

About Swooped

Our client, Swooped, is an AI-native revenue platform specifically designed for modern finance and accounting teams. This innovative platform leverages intelligent automation to streamline the entire contract-to-cash lifecycle, encompassing critical functions such as billing, collections, revenue recognition, and comprehensive reporting. The core objective of this solution is to significantly reduce manual processes and enhance cash flow efficiency for high-growth organizations.

Founded recently and backed by prominent venture capital firms, Swooped operates from a major U.S. tech hub and is guided by a leadership team with extensive expertise in both finance technology and artificial intelligence.

Why This Technical Support Analyst Role Matters

Swooped is actively 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 is a critical frontline resource, responsible for troubleshooting, resolving issues, and enabling merchants, thereby ensuring users experience a seamless and high-quality interaction with the platform.

The Technical Support Analyst will collaborate cross-functionally with Customer Success, Engineering, Product, and Contract Operations teams to effectively address technical challenges and identify recurring trends. This role acts as the primary point of contact for solving technical issues that are vital to merchant success but do not necessitate direct engineering development. This is an ideal opportunity for an individual who thrives in fast-paced environments, enjoys complex problem-solving, and is deeply committed to delivering exceptional user experiences.

The successful candidate will demonstrate strong customer empathy, extensive technical troubleshooting expertise, familiarity with ERP systems like NetSuite or QuickBooks, comfort in ambiguous settings, and a passion for assisting merchants with intricate operational challenges.

What You’ll Do as a Technical Support Analyst

• Resolve complex merchant support issues through email, chat, and collaboration platforms, providing fast, clear, and accurate responses.
• Manage ticket triage and prioritization, identify root causes, and escalate issues to relevant teams when necessary.
• Troubleshoot technical challenges related to invoicing, payment processing, system integrations, and merchant data workflows.
• Identify recurring technical trends and provide actionable insights directly to the Product and Engineering teams.
• Educate merchants by offering best practice guidance for optimal platform usage and configuration.
• Collaborate closely with Customer Success, Engineering, and Contract Operations teams to efficiently resolve high-priority issues.
• Contribute to the creation and improvement of internal documentation to streamline workflows and reduce repetitive inquiries.
• Take ownership of issues by driving continuous improvements, identifying systemic trends, and proactively preventing recurring technical challenges.

Examples of Your Work

• Handling Critical Invoice Issues: Diagnose data mismatches between the Swooped platform and merchant ERP systems, extract and format necessary data, coordinate with engineering teams for swift resolution, and ensure timely invoice processing completion.
• Debugging Payment Failures: Investigate payment processing errors stemming from integration issues, identify root causes by analyzing system logs, collaborate with engineering teams to resolve the underlying problem, and guide merchants through appropriate corrective actions.
• Proactive Issue Prevention and Merchant Education: Identify common patterns in merchant configuration challenges, develop comprehensive internal resources and user training materials, and significantly 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, with a preference for backgrounds in SaaS or fintech environments.
• Strong analytical and problem-solving abilities coupled with meticulous attention to detail.
• Proven technical troubleshooting experience involving APIs, ERP systems, or payment platforms.
• Accounting knowledge is a valuable asset.
• Exceptional written and verbal communication skills, with the ability to clearly simplify complex technical concepts for diverse audiences.
• Demonstrated ability to manage high ticket volumes while consistently maintaining high-quality response standards.
• Familiarity with leading ticketing systems such as HubSpot, Zendesk, Pylon, or similar tools.
• Experience with SQL or advanced data querying is a significant plus.
• Ability to perform effectively and maintain composure in high-pressure, fast-paced startup or technical environments.
• Availability to provide occasional after-hours coverage to support a 24/7 SaaS operation.

Perks and Benefits

For full-time employees, Swooped offers:

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

Compensation

The base salary range for this position is $60,000 – $82,500, complemented by equity opportunities.

Key skills/competency

• Technical Support
• Customer Support
• SaaS
• Fintech
• Troubleshooting
• ERP Systems
• APIs
• Payment Processing
• SQL
• Communication