Technical Support - Workforce Management
@ Swooped

Hybrid
$100,000
Hybrid
Full Time
Posted 1 day ago

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XXXXXXXX XXXXXXXXXXXXX XXXXXX***** @swooped.com
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Job Details

About Swooped Technical Support - Workforce Management

Our client builds the infrastructure that underpins exceptional customer support. They empower companies to deliver faster, better service at scale with solutions for workforce management, BPO collaboration, and AI-powered issue resolution.

About The Role

This role is ideal for technical generalists who enjoy working with customers and solving complex issues. As part of the Technical Support team, you will interact with customers over email and Slack, help them understand the Workforce Management product, resolve issues, and provide valuable product feedback. Additionally, you will build internal processes, scale systems, and contribute to company culture.

Key Responsibilities

  • Delight customers and build strong relationships.
  • Become a product expert and assist both customers and team members.
  • Investigate and resolve technical issues in collaboration with engineering.
  • Represent customer needs to drive product improvements.
  • Improve internal tooling, systems, and processes.

About You

You have 2+ years in a technical customer-facing role at a SaaS company, are experienced with SQL, APIs, and integrations, and possess strong troubleshooting skills. You value customer empathy, clear communication, persistence, and a growth mindset. Availability is expected from 9am-6pm GMT with occasional holiday coverage.

Compensation

Base salary ranges from $80K to $115K, with equity and a comprehensive benefits package including stock options, medical, and financial benefits.

Key skills/competency

  • Customer Support
  • SQL
  • APIs
  • Integrations
  • Troubleshooting
  • Technical Aptitude
  • Process Improvement
  • Communication
  • Teamwork
  • Product Expertise
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How to Get Hired at Swooped

🎯 Tips for Getting Hired

  • Customize your resume: Tailor skills to technical support roles.
  • Research Swooped's culture: Understand their tech and customer focus.
  • Highlight SQL and API skills: Emphasize relevant technical expertise.
  • Prepare for behavioral questions: Reflect on teamwork and problem-solving examples.
  • Review product troubleshooting: Familiarize with SaaS support operations.

📝 Interview Preparation Advice

Technical Preparation

Review SQL query practices.
Practice API error replication.
Study SaaS product troubleshooting techniques.
Familiarize with system integrations.

Behavioral Questions

Describe a challenging customer support situation.
Explain a time you resolved a technical issue.
Discuss teamwork in resolving cross-department problems.
Share an experience of process improvement.

Frequently Asked Questions