Job description
Company Overview:
At Sweed, we’ve created a platform that helps cannabis retailers manage everything in one place. From point of sale and e-commerce to delivery, analytics, marketing, and inventory management, we simplify day-to-day operations so businesses can focus on what’s important to them.
Job Summary:
As a Technical Support Specialist III at Sweed, you’ll be the key to ensuring our customers have a great experience. You’ll work closely with users, offering guidance and troubleshooting while serving as the main connection between clients and our development team. You’ll also dive into more complex issues escalated from Tier I and Tier II Support, ensuring they’re resolved efficiently.
Location and Working Hours:
This is a fully remote position with flexible hours. You can start your day anytime between 7 am and 10 am EDT (Florida time), and it’s an 8-hour workday, giving you the flexibility to create a schedule that works best for you.
Responsibilities:
Resolve advanced customer inquiries related to product features and technical issues.
Troubleshoot and resolve complex technical problems in a timely manner.
Collaborate with cross-functional teams to address and solve technical challenges.
Provide feedback to product and development teams based on customer input.
Assist in developing training materials and support procedures.
Communicate product updates and changes to customers.
Maintain records of support requests and issues.
Build and update a knowledge base of FAQs and solutions.
Stay updated on product knowledge and industry trends.
Suggest improvements to support processes.
Test new features to ensure they meet customer requirements.
Required Qualifications:
Proficiency in SQL, including knowledge of JOINs and 1-2 years of experience writing queries.
Ability to inspect web requests for troubleshooting.
Basic knowledge of Python for data analysis.
Familiarity with Postman or similar tools for API testing and debugging.
Previous experience in quality assurance or support for a complex product.
Proficiency with project management tools like JIRA.
Experience with log management systems like Kibana, Splunk, or similar.
Benefits:
Medical, dental, vision, and other health insurance options.
Paid parental leave.
Paid company observed holidays.
Generous paid time off.
Sweed is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or any other characteristic protected by law.
