Technical Support Specialist

As a Technical Support Specialist, you’ll play a key role in identifying, investigating, diagnosing, and resolving customer issues related to Sweed’s products.

You’ll collaborate closely with teams across Onboarding, Customer Success, Product, Engineering, QA, Billing, and others, using established escalation paths to ensure timely incident resolution and service restoration.

This role requires consistent availability during your assigned shift, working five consecutive days per week, as part of a 24/7 support environment.

• Develop a deep understanding of Sweed’s products, features, functionality, and integrations
• Handle customer issues across multiple channels (email, live chat, phone — inbound and outbound), escalating when needed
• Use internal documentation and external resources to resolve issues efficiently
• Maintain accurate and detailed records of customer interactions in our service desk system
• Troubleshoot complex technical issues using all relevant tools
• Take full ownership of customer issues and follow them through to resolution
• Stay up to date with product releases, internal processes, and best practices
• Execute tasks as directed by senior team members and contribute to continuous improvement
  

• 2+ years of experience in a support role within a SaaS environment
• Strong English communication skills, written and spoken
• Experience working with an international customer base
• Proficiency with Google Workspace and service desk tools such as Zendesk, Freshdesk, Intercom, Salesforce, HubSpot, or similar
  

• Basic knowledge of HTML and CSS
• Experience with guest-facing technology such as POS systems, APIs, or mobile applications
• Familiarity with emulators or testing tools like Bluestacks, Nox, or BrowserStack
  

• Proactivity — we value people who take initiative and share ideas
• Critical thinking — you look beyond surface-level issues to find real solutions
• Adaptability — our industry moves fast, and we need people who thrive in change