Job Title: L2.5 Technical Support Engineer

Location: India - Hybrid/Bangalore

Full-time Position

About Swym (https://www.getswym.com):

At Swym, we are on a mission to help retail brands craft a truly seamless omni-channel experience for their customers. Fueled by an accelerating shift to online retail, we are on an exciting growth path with over 48,000 merchants across 100+ countries using our products.
We work hard as a fully remote team, collaborate async in autonomous fashion, and take ownership of what we do. We operate at a significant global scale, but given the size of the opportunity ahead of us, we are just scratching the surface - there is plenty left to do.

Position Overview:

We are seeking a motivated and skilled Software developer to join our customer experience team. This role focuses on reducing escalations, improving self-serve to customers and the customer-facing teams, and proactively enhancing customer experience by contributing to product development. The ideal candidate will have strong analytical and technical (programming) skills, with a passion for problem-solving and driving customer impact.

Key Responsibilities:

Escalation Management:

• Proactively manage and resolve Level 3 (L3) escalations within the L2.5 team, minimizing the need for further escalations.
• Collaborate closely with team members and development teams to ensure swift and effective resolutions that reduce customer impact.
• Work on resolving root causes by contributing to bug fixes, ensuring recurring issues are addressed.

Productivity Tools Development:

• Contribute to the design, development, and enhancement of tools that improve support processes and increase team productivity.
• Identify tooling gaps within the support process, collaborate with Quality Assurance (QA), and develop solutions that drive measurable outcomes.

Customer-Facing Opportunities:

• Collaborate with Customer Experience (CX) teams to identify, address, and deliver solutions that meet customer needs.
• Participate in the monthly CX backlog grooming, working closely with Product and Engineering to ensure a consistent cycle of improvements.

Mentorship Participation:

• Attend and engage in office hours with senior mentors, seeking feedback to improve technical and interpersonal skills.
• Lead daily L3 escalation calls and weekly debugging clinics, providing guidance and mentorship to junior and cross-functional team members.

Qualifications:

• Strong analytical and problem-solving skills, with the ability to debug and resolve technical issues independently.
• Collaborate on crafting the UI for Storefronts, focusing on Shopify-specific platforms.
• Develop UI elements utilizing App Embed, App Block, etc
• You are so comfortable with JavaScript that you have been tempted to add it as a normal language you can read and write in. Exposure to frameworks like React, Angular, Vue, etc is a bonus. You must be proud of something you've worked on in the past. We'd love to see it - in fact, we insist on seeing it. Please share a link.
• You are familiar with CSS, HTML/DOM and web APIs like Storage, Web workers, etc.
• You have built out APIs that are authenticated and authorized, serving varied needs from configuration to reporting. [Good to have]
• You are comfortable with the Browser dev tools. Have your own unique way of maximizing the benefits? Please do share.
• Familiarity with Jira or similar ticketing systems for tracking and managing escalations.
• Excellent communication and interpersonal skills to interact with customers and cross-functional teams effectively.
• Experience in collaborating with development teams to resolve bugs and improve processes.
• Ability to manage multiple priorities and deliver on key performance metrics related to customer experience.
• A commitment to continuous learning, with an openness to feedback and mentorship.

Our Vibe - What We're All About:

We're a close-knit crew that never forgot our scrappy startup roots. We're exploding with growth, and we're on the hunt for peeps who share our vision for shaping Swym's future.
Our DNA is built on teamwork, personal growth, and striking the perfect work-life balance. We value work, but we cherish life's other adventures too. We're always leveling up, and trust among our team is sacred. Teamwork is our superpower, and we're all about lifting each other up to reach new heights. Our data-driven culture is all about making our customers the heroes of their own stories.

Benefits:

• Time Off: Enjoy 20 days of PTO, 10 sick days, 12 wellness leaves, and 10 fixed holidays.
• Competitive Compensation: Competitive pay and stock options are available for all.
• Health & Fitness: We've got your health covered, including fitness classes for your well-being.
• Employee Wellness & Assistance Program: Your well-being matters. We've got you covered with professional counseling services, because we all need a little help sometimes.

Deal Breakers:

We want to be upfront about what it takes to thrive at Swym:

• Passion for Impact: If you're not passionate about making a real impact on the future of e-commerce, this isn't the right fit.
• Eager to Learn: We expect you to be hungry for knowledge and growth, ready to learn and teach.
• Adaptable & Innovative: We don't do cookie-cutter roles; we need you to embrace ambiguity and redefine your role.
• Challenging Environment: This isn't a laid-back job. It's meant to be one of the most rewarding challenges of your career.

Interview Process:

• Resume Screening
• Round 1 - Panel Call 1 - Introductory Call - 30 minutes
• Round 2 - Assignment
• Round 3 - Panel Call 2 - 20 mins demo + 40 mins discussion
• Round 4 - Panel Call 3
• Round 5 - HR Call

Conclusion:

The L2.5 Technical Support Engineer isn't just a job; it's your invitation to be part of an epic journey at Swym (https://www.getswym.com). You'll be the catalyst behind our journey to greatness, and your impact will be legendary. If you're ready to seize the opportunity of a lifetime and help shape the future of e-commerce, this is your moment!