Technical Support Engineer
Senior Technical Support Specialist
Location: London (Hybrid)
About Swap
Swap is the infrastructure behind modern agentic commerce. The only AI-native platform connecting backend operations with a forward-thinking storefront experience.
Built for brands that want to sell anything - anywhere, Swap centralises global operations, powers intelligent workflows, and unlocks margin-protecting decisions with real-time data and capability. Our products span cross-border, tax, returns, demand planning, and our next-generation agentic storefront, giving merchants full transparency and the ability to act with confidence.
At Swap, we’re building a culture that values clarity, creativity, and shared ownership as we redefine how global commerce works.
About the role
As a Technical Support Engineer, you are the primary technical contact for complex customer issues, working across frontend, backend, integrations, and data systems. This is a hands-on, customer-facing role focused on deep troubleshooting, guiding technical implementations, and partnering closely with Engineering, Product, and Customer Success to drive resolution and improvement.
You’ll debug real-world problems, improve documentation and tooling, and feed customer insights back into the product. Success in this role requires strong problem-solving skills, clear and empathetic communication, ownership mindset, curiosity, and the ability to manage multiple priorities in a fast-paced environment.
What You Will Do
Act as the primary technical contact for customer-reported issues and calls with merchants across Swap
Investigate, triage, and resolve issues across frontend, backend, integrations, and data pipelines
Debug using logs, API responses, system behavior, and internal tooling to identify root causes
Walk customers through troubleshooting steps with clear, friendly, and actionable guidance
Maintain detailed records of known issues, resolutions, and workarounds
Guide customers through technical setup, including APIs, webhooks, data pipelines, and system configuration
Support deployment of custom workflows and integration patterns aligned with Swap’s infrastructure
Assist customers using e-commerce platforms such as Shopify (and similar ecosystems)
Escalate complex or critical issues to Engineering and follow through to resolution
Identify patterns in support tickets and surface insights to Product and Design teams
Participate in beta testing, user research, and feedback loops to improve product quality and UX
Advocate for customer needs and influence product decisions with real-world technical insight
Create and maintain technical documentation, training materials, and knowledge base content
Requirements
3-6+ years in Technical Support, Solutions Engineering, Implementation, or similar customer-facing technical roles
SaaS experience preferred, ideally in e-commerce, logistics, marketing automation, or platform products
Confident supporting customers across written channels, chat, calls, and screen shares
Comfortable operating in fast-paced, collaborative environments (startup experience a plus)
Strong hands-on troubleshooting across REST/GraphQL APIs, webhooks, integrations, logs, and monitoring tool
Working knowledge of JSON, SQL, relational databases, and core programming concepts
Familiar with e-commerce platforms (e.g., Shopify), web technologies (HTTP, HTML, DNS), and networking fundamentals
Bonus: experience with JavaScript, HTML, or similar languages
Benefits
Competitive base salary.
Stock options in a high-growth startup.
Competitive PTO with public holidays additional.
Private Health.
Pension.
Wellness benefits.
Breakfast Mondays.
Diversity & Equal Opportunities
We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills, and views. The more inclusive we are, the better our work will be. Creating a culture of equality isn't just the right thing to do; it's also the smart thing.
