Swap

Technical Customer Success

• Own technical readiness across all Swap products for launches, changes, and increasing scale
• Act as senior technical authority for troubleshooting, root-cause analysis, and resolution quality
• Partner with Product and Engineering on readiness reviews, risk identification, and roadmap support impact
• Support a follow-the-sun model with consistent technical coverage and decision-making
• Own high-severity, high-visibility, and executive technical escalations across regions and products
• Define prioritisation frameworks for incidents, escalations, and competing customer needs
• Coordinate cross-functionally on fast, durable resolutions and post-incident learning
• Manage, coach, and develop Technical Support team members, particularly as US headcount increases
• Establish global processes for escalations, incident management, and cross-team communication
• Improve support tooling, workflows, and metrics with Support Operations
• Monitor queue health, identify systemic issues, anticipate risk, and inform strategic decisions using data and trends
• Lead adoption of AI-driven support workflows and support automations
• Use AI-assisted tooling to improve prioritisation, root-cause detection, and knowledge surfacing
• Ensure AI systems are safe, explainable, and aligned with customer trust, security, and compliance requirements

Manager, Technical Support

Full-stack Engineer

• Design and build large-scale distributed systems, with an end-to-end view of the architecture.
• Plan and develop features and improvements that support product growth, in collaboration with the team.
• Write clean, testable code, document technical decisions, and maintain the health of the codebase.
• Continuously improve the product’s quality, security, and performance.
• Investigate and resolve complex technical issues independently.
• Identify team impediments and propose solutions that preserve delivery quality.
• Communicate technical and architectural challenges clearly, proposing approaches and alternatives.

Manager, Technical Support

Senior Software Engineer – Cards