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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates senior technical leadership in managing escalations, incident management, and cross-team communication while leveraging AI-driven support workflows and tooling to enhance operational efficiency and customer trust.
Highest-signal resume keywords
Technical Leadership ExperienceIncident Management ProcessesAI-Driven Support WorkflowsTroubleshooting and Root-Cause AnalysisCoaching and Developing Technical Support Teams
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical Escalation ManagementOperational Consistency ImprovementProduct Launch SupportRoot-Cause AnalysisSupport Tooling and WorkflowsData Monitoring and AnalysisSupport Automation DesignAI-Assisted Tooling KnowledgeEscalation DetectionResolution Quality Standards
Soft Skills
Cross-Functional CollaborationCoachingCommunicationProblem-SolvingDecision-Making
Tools & Technologies
Support Operations ToolsAI-Driven WorkflowsAutomated Triage SystemsKnowledge BasesIncident Detection Tools
Industry Keywords
EcommerceLogisticsPost-Purchase PlatformsGlobal Support TeamsFollow-the-Sun Support
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Senior, cross-product technical leadership experience in Technical Support
- Experience owning technical escalations and improving operational consistency
- Experience supporting product launches, changes, and increasing scale
- Experience with troubleshooting, root-cause analysis, and resolution quality standards
- Experience partnering with Product and Engineering on readiness reviews and roadmap changes
- Experience managing, coaching, and developing Technical Support team members
- Experience establishing escalation, incident management, and cross-team communication processes
- Experience with support tooling, workflows, and metrics
- Experience using data and trends to monitor queue health and identify systemic issues
- Experience leading AI-driven support workflows, including intelligent routing, automated triage, and escalation detection
- Experience designing and implementing support automations
- Knowledge of AI-assisted tooling, safe and explainable AI systems, customer trust, security, and compliance requirements
- Nice to have: experience in ecommerce, logistics, or post-purchase platforms
- Nice to have: experience operating global or follow-the-sun support teams
- Nice to have: familiarity with AI copilots, LLM-powered knowledge bases, or automated incident detection
- Nice to have: experience in a scale-up or hyper-growth environment
Benefits
Comp & perks- Hybrid work arrangement
- Diversity and equality commitment
- Voluntary diversity survey with no impact on job application
- Future contact about job opportunities for up to 2 years (consent-based)