Technical Support Analyst

About Our Client

Swooped is an AI-native revenue platform built for modern finance and accounting teams. The platform uses intelligent automation to streamline the entire contract-to-cash lifecycle, including billing, collections, revenue recognition, and reporting. The solution is designed to reduce manual processes and improve cash flow efficiency for high-growth organizations.

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

Why This Role Matters

The Technical Support Analyst role seeks a highly capable and fast-thinking individual to support the growing volume of technical requests from merchants using the platform. This position serves as the frontline resource for troubleshooting, issue resolution, and merchant enablement, ensuring users receive a seamless and high-quality experience.

This role works cross-functionally with Customer Success, Engineering, Product, and Contract Operations teams to resolve technical challenges and identify recurring trends. The position acts as the primary resource for solving technical issues that do not require engineering development but are critical to merchant success. This opportunity is ideal for someone who thrives in fast-paced environments, enjoys problem solving, and is passionate about delivering exceptional user experiences.

The ideal candidate demonstrates strong customer empathy, technical troubleshooting expertise, familiarity with ERP systems such as NetSuite or QuickBooks, comfort working in ambiguous environments, and a passion for helping merchants solve complex operational challenges.

What You’ll Do

• Resolve complex merchant support issues through email, chat, and collaboration platforms while 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.

Key skills/competency

• Technical Support
• Customer Service
• Troubleshooting
• SaaS
• Fintech
• ERP Systems
• APIs
• SQL
• HubSpot
• Problem Solving