Technical Support Engineer (SaaS)

## About the role Swym builds the shopper-facing solutions that turn anonymous browsers into known, marketable intent for ambitious global brands. We are an AI-native team serving thousands of customers worldwide. Our Technical Support Engineers own the front line of our platform, ensuring every merchant successfully runs Swym on their tech stack. This role involves debugging, building customer trust, and creating AI workflows to increase support leverage. ## About Swym Swym is an AI-first company. That's not a positioning statement; it describes how we strive to operate, day to day, in every function. Our team is lean by design. We here work at a level of leverage that isn't possible the traditional way. Across CS, Sales, Support, Product, and Marketing, the work is built around AI agents, automated workflows, and tools that execute tasks autonomously while humans drive strategy and sign-off. If you've been managing your portfolio with spreadsheets, manual outreach, and copy-pasted templates, this role will require a meaningful gear shift. If you've already made that shift — or have been waiting for an environment that demands it — this is it. ## What You'll Do - Solve customer problems at platform scale: Own merchant requests end-to-end and translate fuzzy descriptions into precise technical understanding. - Be a product and platform expert: Deeply understand our solutions, APIs, and integrations into the marketing/CRM stack. - Operate AI-first: Use AI as your first investigator to search docs, read logs, draft responses, and build reproducers. - Build internal workflows: Ship new internal AI workflows quarterly to automate recurring tasks like log summarization. - Communicate professionally: Write clear, warm responses and handle difficult conversations with patience. - Act as a multiplier: Surface evidence-backed signals to Product and Engineering and contribute to knowledge bases. ## Requirements ### Non-negotiable - Genuinely happy about helping people. Single most important trait for this role. - Web tech proficiency. You can read, debug, and explain HTML, CSS, and JS to non-developers — and you're comfortable inside web applications more broadly. - Prior experience handling customer conversations over email and chat-desk, ideally in a global context. - AI-native operating capability. You use Claude, ChatGPT, or similar tools as a force multiplier on your work — not as a novelty or an experiment. You prompt, iterate, and build workflows. You know when to delegate to an agent and when human judgment is required. This is assessed in the interview, not assumed. - Excellent written and spoken English. - Curious by default. Strong problem-solving instincts — you go after creative solutions and get to the root cause. - Laser-focused on execution while keeping the bar on quality. - Given our global presence, flexibility to operate across multiple time zones is required. ### Strongly Preferred - Familiarity with the Shopify ecosystem (apps, theme integration, Liquid templating). - Experience working alongside third-party technology platforms - customer service, marketing-automation and CRM platforms (Klaviyo, Attentive, Omnisend, Mailchimp, Intercom, Hubspot and Salesforce). - Prior support-engineering experience at a SaaS company serving merchants directly. - Comfort writing simple scripts (JS, Python) for log analysis or reproducer building. ## What Doesn't Fit - "Ticket-taker" mindset — close it, move on, don't think about the system. - Operators who haven't meaningfully adopted AI in their workflow — not because we require a specific tool set, but because the leverage expectation in this role demands it. - Anyone whose strength is volume over quality. We measure both. ## What Success Looks Like in the First 12 Months ### Months 1–3: Foundation - Gained adequate proficiency with our product offerings and can independently resolve customer issues. - AI operating model established: log triage automated, response-drafting workflows running, prior-ticket retrieval tuned to your accounts. - First 50 tickets resolved within SLA; quality scored at or above team baseline. ### Months 4–6: Momentum - Coverage expanded across the rest of the solution suite; comfortable triaging anywhere in the platform. - First internal AI workflow shipped to the team — measurable impact on resolution time or accuracy. - Consistently surfacing structured product-feedback signals to Product and Engineering, not anecdotes. - Public-docs and KB contributions becoming a meaningful part of your output. ### Months 7–12: Scale - Top-tier resolution time and CSAT in your cohort. - 2+ AI workflows in production use across the support team that are yours. - Recognised as a go-to expert on at least one solution or integration area. - Documentation and playbooks you've contributed are how new TSEs ramp. ## How We Work Swym operates on a human-in-the-loop model where agents research and execute while humans drive strategy. You will work alongside AI teammates to handle merchant intelligence and custom workflows. This is an output-driven environment where leverage is the primary metric. ## Why This, Why Now Retail is undergoing a structural shift toward AI agents, and Swym is the layer that enables brands to capture intent. Our TSEs keep thousands of live storefronts humming while building the AI-leveraged support function of the future. This is the moment to work AI-first with a team that is solving problems that matter. ## Our Vibe We're a close-knit, fully-remote crew that never forgot our scrappy startup roots. Trust is sacred. Teamwork is the superpower. Our data-driven culture is built around making our merchants the heroes of their own stories. ## Benefits - Remote work: We're a remote-first company — flexibility and freedom by default. - Time off: 20 days PTO, 10 sick days, 12 wellness leaves, and 10 fixed holidays. - Compensation: Competitive pay and stock options for everyone. - Health & fitness: Full health coverage, including fitness classes.