Customer Support Engineer

Swoon; Dallas (TX); Hybrid; USD 80,000 - 120,000; Full time

Benefits offered by this job

Benefits including PTO and sick leave

Monthly in-person team gatherings

Job summary

Swoon is seeking a Customer Support Engineer to lead customer onboarding and implementation for enterprise clients. The role requires strong problem-solving skills and experience with API integrations, telephony platforms, and customer support.

The ideal candidate will work closely with clients to ensure successful deployments and ongoing support, emphasizing efficient implementation. This position offers a remote work model with a preference for candidates located in Dallas.

Qualifications

• Must come from a SaaS company.
• Experience in customer-facing implementation roles.
• Experience with software that integrates into financial services.

Responsibilities

• Partner with stakeholders during onboarding and implementation.
• Provide post-implementation support and troubleshooting.
• Analyze historical data to identify technical issues.

Skills

Experience leading implementation and onboarding

Strong problem-solving and technical troubleshooting skills

API integrations

Experience with telephony and contact center platforms

Familiarity with audio codecs

Tools

AWS

Python

Jira

Job description

Workplace type: remote but high preference to Dallas for team builders and meetings

Type: direct Hire- full time

Pay: 100k+/yearly salary (w2 candidates only for direct hire)

IV process: 3 rounds- looking to hire immediately

+full time role with benefits, pto, sick leave and more (directly from the client)

Must haves:

• Must come from a SaaS company
• Experience leading implementation and onboarding (for customers)
• Experience with customer-facing implementation or onboarding roles (Not just support — must have owned or led implementations- NOT TIER SUPPORT)
• Strong problem-solving and technical troubleshooting skills in customer environments
• Experience working with API integrations (NOT building, but implementing/troubleshooting)
• Experience with telephony, voice, or contact center platforms-Examples: VoIP, speech/audio systems, telecom integrations
• Experience with software that integrates into financial services or banking environments (plus)

Role Scope

• Experience owning the customer journey post-sale Leading implementation and onboarding
• Working directly with customers (security, compliance, etc.)

Customer Support Engineer

We are seeking an experienced Customer Support Engineer for a highly technical, customer-facing role focused on onboarding, implementation, and post-launch support for enterprise customers. This position plays a critical role in ensuring successful customer deployments and ongoing technical support.

Role Overview

The Customer Support Engineer will serve as the primary technical liaison during customer onboarding, working closely with Customer Success, Delivery, Training, and Engineering teams. This role is responsible for guiding customers through implementation, ensuring smooth system setup, and providing ongoing support after go-live.

Responsibilities

• Partnering with client stakeholders during onboarding and implementation
• Supporting software implementation, tenant setup, and key creation
• Conducting performance testing and validating system readinessProviding post-implementation support and troubleshooting
• Ensuring customers are fully operational and successful after launch

Once customers are live, the role transitions into a reactive support function, where responsibilities include resolving technical issues, delivering updates, and minimizing escalations through strong technical expertise and relationship management.

Technical Responsibilities

• Work with API integrations and execute SQL queries to support implementation and troubleshooting
• Analyze historical data and identify root causes of technical issues
• Gather and document technical requirements
• Collaborate with Engineering to improve system usability and implementation processes
• Develop implementation guides and support documentation

Note: This is not a software development role. The position focuses on integrating and troubleshooting systems rather than building APIs or writing production-level code.

Required Technical Skills

• Strong familiarity with:
  • API integrations
  • AWS
  • Python (working knowledge)
  • Jira
• Ability to:
  • Troubleshoot complex technical issues
  • Ask effective technical questions
  • Translate technical details into actionable solutions for customers

Preferred Experience (Telephony & Audio)

A strong focus of this role is supporting telephony and speech/audio technologies. Ideal candidates will have experience with:

• Contact center or voice platforms such as:
  • Nuance
  • Cisco
  • Avaya
• Familiarity with audio codecs:
  • G711
  • G729
  • Opus

Candidates should be comfortable troubleshooting issues related to speech, audio, and telephony connectivity.

Additional Information

• The organization emphasizes fast, efficient implementation, aiming to launch customers in days rather than weeks or months
• This role is critical in ensuring successful delivery and customer satisfaction from a technical standpoint
• The company primarily works with community-focused financial institutions
• The team is growing, and this role offers the opportunity to contribute to a fast-paced, collaborative environment
• Preferred location: Dallas–Fort Worth (DFW) area, though candidates elsewhere in Texas may be considered
• Team participates in monthly in-person gatherings for collaboration and team building