Swooped is hiring a Technical Support Specialist to own escalated technical issues, troubleshoot complex problems, and drive resolution. This role requires strong technical problem-solving, clear communication, and the ability to operate across teams. The ideal candidate has 3–5 years of experience in Technical Support, Solutions Engineering, or similar roles.
Key Highlights
Key Responsibilities
Technical Skills Required
Benefits & Perks
Nice to Have
Job Description
Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.
About the Opportunity
The organization is transforming the HR compliance industry by reinventing outdated and uninspiring training solutions and adapting them for the mobile-first generation. Engaging, fun, and interactive training helps millions of employees worldwide build a safer, more positive, and inclusive workplace. As the organization continues to set the standard in compliance solutions, its vision extends far beyond training—it aims to partner with thousands of organizations to reduce employee risk and foster a more inclusive and secure environment for all.
With world-class customer reviews—boasting a 96% rating on G2 from over 100 reviews—and industry-leading NPS and Customer Satisfaction scores, the organization is proud to have earned the trust of over 5,000 clients. Mobile-friendly platforms deliver on-demand, self-paced, and bite-sized solutions that meet employees where they are, increasing engagement and retention.
The organization is not just transforming compliance training—it is challenging the status quo. There is a strong culture of collaboration, innovation, and getting things done.
CORE values
DRIVE is how work is done. The organization's employees are Doers, Resourceful, Impactful, Valued Partners, & Excellence-Focused.
- Employees are Doers. They proactively make things happen.
- Employees are Resourceful. They treat time, money, and energy as valuable.
- Employees are Impactful. They prioritize what matters.
- Employees are Valued Partners. They put customers & teammates first.
- Employees are Excellence-Obsessed. They always deliver excellent work.
From CEO to newest hire, DRIVE asks individuals to take ownership, solve problems, prioritize what matters, support teammates, and deliver high-quality work.
When these values are lived, product choices, customer interactions, hiring, and promotions all help to live out the mission: to build safer and more productive workplaces.
About the Role
The organization is hiring a Technical Support Specialist to own escalated, technically complex customer issues.
This individual will step in when problems go beyond standard support—owning investigations, troubleshooting integrations, and working cross-functionally to drive resolution. This role will act as the bridge between Customer Success, Product, and Engineering, ensuring issues are clearly understood and efficiently resolved.
This role also supports pre-sales and onboarding, helping prospects and new customers navigate technical questions and set up for success.
This is a high-ownership IC role that requires strong technical problem-solving, clear communication, and the ability to operate across teams.
What You’ll Do
- Own and resolve escalated technical support issues, including integrations and complex product behavior
- Troubleshoot across systems, APIs, and third-party tools to identify root causes
- Act as the primary liaison between Support, Product, and Engineering on technical issues
- Clearly document issues, reproduce bugs, and communicate context to internal teams
- Ensure timely resolution and consistent follow-through on all escalations
- Support pre-sales conversations by answering technical questions from prospects
- Partner with Customer Success during onboarding to guide customers through technical setup
- Identify recurring technical issues and drive improvements to:
- Maintain clean, accurate records in support and CRM systems
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Who You Are
- 3–5 years in Technical Support, Solutions Engineering, or similar role
- Strong troubleshooting skills across integrations, APIs, and SaaS tools
- Ability to clearly communicate technical concepts to both technical and non-technical audiences
- Highly organized with strong attention to detail
- Comfortable working cross-functionally with Product and Engineering teams
- Proactive and resourceful — takes ownership of problems and drives them to resolution
Nice to Have
- Experience working with APIs, webhooks, or integration platforms
- Familiarity with tools like HubSpot, Linear, or similar SaaS ecosystems
- Experience in a B2B SaaS environment
- Exposure to pre-sales or onboarding support
What Success Looks Like
- Escalated technical issues are resolved quickly and thoroughly
- Clear communication between Support, Product, and Engineering
- Reduced repeat issues through improved documentation and feedback loops
- Prospects and new customers feel confident in technical setup and capabilities
Why This Role Matters
This role ensures that complex technical issues don’t slow down customers or the business. This individual will play a critical part in resolving high-impact problems, improving the product through feedback, and supporting customers at key moments—from evaluation to onboarding.
What to Expect
The interview process takes about 3-4 weeks and will include cross-functional stakeholders of the role. Here's what the interview process looks like:
- Recruiter Screen
- Hiring Manager Interview
- Peer Interview
- Executive Interview
- Reference Checks
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How We'll Take Care of You
- $75K – $95K Base salary + Bonus potential
- Flexible, fully remote environment
- Competitive employer-sponsored health insurances
- 401(k) + company matching
- Professional development reimbursements
- Quarterly remote work stipend
The team is fully remote, with employees distributed across the US. The organization is currently hiring in the following approved states:
AR - Arkansas
CA - California
CO - Colorado
CT - Connecticut
FL - Florida
IL - Illinois
LA - Louisiana
MA - Massachusetts
MI-Michigan
MN - Minnesota
NJ - New Jersey
NY - New York
NC - North Carolina
OH - Ohio
OR- Oregon
PA - Pennsylvania
TN - Tennessee
TX - Texas
VA - Virginia
WA - Washington
WI - Wisconsin
The organization reserves the right to change the list of approved states at anytime.
To ensure the best employee experience, competitive compensation packages, comprehensive benefits, an annual wellness stipend, PTO, 401k with company matching, and monthly team events are offered to nurture connection!
The organization strives to walk the walk. It is helping make workplaces all over the globe safer and more inclusive, including its own. Employees and candidates from all walks of life and all experiences are honored and respected, regardless of race, ethnicity, veteran status, disability, sexual orientation, gender identity or religion.
Compensation
$75K – $95K
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