L2.5 Technical Support Engineer

Job Title: L2.5 Technical Support Engineer

Location: India - Hybrid/Bangalore

Full-time Position

About Swym (

Swym is helping shape the future of how people shop online in a big way. Our innovative solutions enable e-commerce brands to create a seamless, engaging shopping experience for their customers. Our customer base of over 45,000 merchants from more than a hundred countries is growing rapidly every day. We have the opportunity to make an impact that will be felt around the world.

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&aposve worked on in the past. We&aposd 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&aposre All About:

We&aposre a close-knit crew that never forgot our scrappy startup roots. We&aposre exploding with growth, and we&aposre on the hunt for peeps who share our vision for shaping Swym&aposs future.

Our DNA is built on teamwork, personal growth, and striking the perfect work-life balance. We value work, but we cherish life&aposs other adventures too. We&aposre always leveling up, and trust among our team is sacred. Teamwork is our superpower, and we&aposre 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&aposve got your health covered, including fitness classes for your well-being.

• Employee Wellness & Assistance Program:

  Your well-being matters. We&aposve 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&aposre not passionate about making a real impact on the future of e-commerce, this isn&apost 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&apost do cookie-cutter roles; we need you to embrace ambiguity and redefine your role.

• Challenging Environment:

  This isn&apost a laid-back job. It&aposs meant to be one of the most rewarding challenges of your career.

Interview Process:

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

Conclusion:

The L2.5 Technical Support Engineer isn&apost just a job; it&aposs your invitation to be part of an epic journey at Swym (https://www.getswym.com). You&aposll be the catalyst behind our journey to greatness, and your impact will be legendary. If you&aposre ready to seize the opportunity of a lifetime and help shape the future of e-commerce, this is your moment!