SaaS Technical Support Specialist — APIs & E‑commerce

Swap; Austin (TX); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Stock options

Competitive PTO with public holidays

Private Health

Pension

Wellness benefits

Job summary

Swap is seeking a reliable, organised Support Specialist who enjoys problem-solving and delivering great customer experiences. You’ll handle technical questions from merchants, investigate issues across our platform, and help ensure merchants get fast, accurate resolutions.

This role blends customer support with light technical investigation: troubleshooting, educating merchants, and translating between merchants and product/engineering teams; you’ll review API logs, assist with customs docs,

Qualifications

• 2–3+ years in Technical Customer Support, ideally in SaaS, e-commerce, or logistics.
• Strong working knowledge of APIs & webhooks (authentication, error codes, debugging)
• Proficiency with tools such as SQL, Postman, JavaScript, JSON, Shopify, or basic HTML/CSS.

Responsibilities

• Investigate technical issues escalated from the CX team.
• Review API logs, webhook events, and internal monitoring tools.
• Act as a Tier 2 escalation point for issues such as API errors, webhook failures, customs or documentation questions, Stripe disputes, carrier claims, and label regeneration & shipping rule misconfigurations.
• Become a SME in a product area (e.g., Automations, APIs, Integrations).
• Work cross-functionally with Product, R&D, Account Managers, CSMs, and Ops to troubleshoot merchant issues.
• Join merchant calls when a technical specialist is needed for clarification or support.
• Create and maintain documentation, internal guides, and Knowledge Base articles.
• Contribute to process improvements that reduce ticket volume and improve the support experience.

Skills

APIs & webhooks

E-commerce knowledge

Communication skills

Time management

Escalation management

Tools

SQL

Postman

JavaScript

JSON

Shopify

HTML/CSS

Job description

Swap is seeking a reliable, organised Support Specialist who enjoys problem-solving and delivering great customer experiences. You’ll handle technical questions from merchants, investigate issues across our platform, and help ensure merchants get fast, accurate resolutions.

This role blends customer support with light technical investigation: troubleshooting, educating merchants, and translating between merchants and product/engineering teams; you’ll review API logs, assist with customs docs,