Technical Support Engineer

Swarmia • New York, NY

5d • $85,000 - $105,000 • Hybrid

About The Position

We’re looking for a Technical Support Engineer to work closely with our customers to diagnose and resolve technical issues. You’ll play a critical role at the intersection of product, engineering, and customer success, and report to the Head of Engineering.
This role requires strong technical fundamentals, clear communication, and comfort working directly with customers. You’ll own customer issues end to end and help ensure that teams get real value from Swarmia.
This is a hybrid role based in New York, with regular in-office collaboration.
About Swarmia
Swarmia is a fast-growing B2B SaaS company that helps some of the best software companies in the world, including Miro, Superhuman, and Bolt, measure and systematically improve developer productivity and experience. We’ve built an international team of talented people who work from our HQ in Helsinki as well as the US.
The role
In this role, you’ll:
Develop a deep understanding of Swarmia’s product and architecture to diagnose and resolve technical issues
Own customer support cases from first contact through resolution
Troubleshoot issues using logs, data pipelines, and customer configurations
Help customers configure, use, and get the most out of Swarmia
Provide clear, concise support via Slack, email, chat, and video calls
Work closely with the product and engineering teams to communicate customer feedback, edge cases, and recurring issues
Identify patterns in support requests and help improve documentation, tooling, and product reliability
Document technical findings, known issues, and resolutions for internal and external use

Requirements

• 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 and familiarity with CI/CD pipelines using GitHub or similar tools
• Solid understanding of software development processes and engineering practices
• Hands-on experience with SQL
• Exceptional problem-solving and communication skills

Responsibilities

• Develop a deep understanding of Swarmia’s product and architecture to diagnose and resolve technical issues
• Own customer support cases from first contact through resolution
• Troubleshoot issues using logs, data pipelines, and customer configurations
• Help customers configure, use, and get the most out of Swarmia
• Provide clear, concise support via Slack, email, chat, and video calls
• Work closely with the product and engineering teams to communicate customer feedback, edge cases, and recurring issues
• Identify patterns in support requests and help improve documentation, tooling, and product reliability
• Document technical findings, known issues, and resolutions for internal and external use

Benefits

• $85,000 – $105,000 annual salary plus meaningful equity.
• Comprehensive benefits, including 401(k) matching.
• Flexible model of work
• Great work-life balance — we’re a startup, but we don’t work at an unsustainable pace (many of us have kids and other responsibilities beyond work).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level