Job Overview: At Swarmia, the Technical Support Engineer plays a crucial role in providing a variety of levels of assistance to our customers. This position demands a unique combination of technical expertise and exceptional customer service skills. You will be responsible for diagnosing and resolving complex customer issues, and liaising with our product, engineering, and customers team while ensuring our customers have the best possible experience with our solutions. We are looking for this person to be located in EST (East Coast Remote Position) to improve our ability to coordinate with our Helsinki Product and Engineering teams.
About Us: Swarmia is a data-driven platform revolutionizing the way software development teams operate. We focus on accelerating engineering organizations by balancing growth with culture and quality. Our team is passionate about solving problems and amplifying the success of our customers.
The Role:
- Achieve an in-depth understanding of Swarmia’s products or services, with the ability to troubleshoot and resolve technical issues.
- Assume ownership of customer issues, ensuring resolution from start to finish.
- Gather customer feedback to inform product development and improvement
- Work closely with product development teams to convey customer needs and feedback.
- Research, diagnose, and troubleshoot to resolve customer and system issues.
- Provide clear and concise support via Slack, email, chat, and video calls.
- Help guide, educate, configure, and troubleshoot customers' instances of our solution.
- Deliver basic software training and maintain positive client relationships.
- Document technical knowledge and product feedback and compile detailed reports on issues and resolutions.
- Fully remote, EST time zone preferred to maximize international collaboration
Required Skills and Experience:
- Degree in Information Technology, Computer Science, or experience in a relevant field.
- Proven experience (2+ years) as a Technical Support Engineer, Solutions Engineer, Software Engineer or similar role.
- Hands-on experience with log-based troubleshooting, familiarity with CI/CD pipelines using GitHub or similar tools
- Solid understanding of software development processes and code reviews
- Hands-on experience with SQL
- Exceptional problem-solving and communication abilities
About You:
- Currently East Coast (US) based.
- Comfortable in a remote work environment.
- Strong analytical and problem-solving skills.
- Works effectively under pressure in a fast-paced, changing environment
- Excellent interpersonal skills and a critical-thinking mindset
- Customer-focused approach with the ability to simplify complex technical details.
What We Offer:
- A dynamic, highly experienced, and motivated team.
- Competitive compensation package: including 4 weeks paid vacation and equity.
- Comprehensive benefits including Health, Dental, Vision coverage, and 401K with match.
- Fully remote work model with flexibility and opportunities for company travel.
- A commitment to work/life balance and sustainable work practices.
- Opportunities for career advancement in a supportive environment.
Swarmia's Commitment to Equality:
As an Equal Opportunity Employer, Swarmia is dedicated to providing a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of race, color, religion, sex, national origin, disability, veteran status, or any other legally protected characteristics.
