Technical Support Representative

Описание:
Hi there! We're Sweed, a product-driven startup building an all-in-one cannabis retail platform. We're looking for a Technical Support Representative to join our growing Customer Support team and help our customers resolve technical challenges, keep their businesses running smoothly, and get the most out of Sweed. At Sweed, we’re reimagining how cannabis retailers operate. Our enterprise-grade platform combines POS, eCommerce, Marketing, Analytics and Inventory Management into a single, seamless solution—eliminating the need for multiple third-party tools.

We believe in simplicity, efficiency, and innovation. That’s why we build for scalability and performance, making life easier for cannabis retailers while driving real business growth. Why We’re Doing This At Sweed, we believe in the medicinal potential of cannabis. It has been shown to help with chronic pain, anxiety, depression, and many other conditions. Despite the lingering stigma, we see cannabis as a powerful tool for improving lives.

The industry is evolving rapidly, and we’re here to drive that transformation—making cannabis retail more efficient, accessible, and customer-friendly. Where We Are Now We’ve been on the market for 7 years, continuously growing and refining our product. Our focus is on earning customer trust, which means constantly improving our delivery processes and rolling out new features. At the same time, we navigate the complex legal landscape of the cannabis industry, ensuring our platform remains compliant and future-proof.

As a Technical Support Representative - Tier 2, you'll be responsible for assisting customers with technical issues that require additional troubleshooting beyond our AI-powered first-line support. This is a primarily chat-based support role (90–95% of customer interactions), where you'll investigate technical problems, troubleshoot POS systems and retail hardware, and provide clear, timely solutions to customers. You'll work closely with our Support, Product, QA, Development, Account Management, and Customer Success teams to resolve issues and continuously improve the customer experience.

We're looking for someone who enjoys solving technical problems, communicates clearly in writing, and takes ownership of customer issues from start to finish. This role also offers opportunities to develop deeper technical expertise and grow into more advanced support responsibilities over time.

• Provide technical support to customers primarily through live chat, handling issues escalated from our AI-powered support system
• Troubleshoot POS systems, retail hardware, and software-related issues, including receipt printers and other connected devices
• Investigate customer-reported problems by asking the right questions, gathering relevant information, and identifying root causes
• Guide customers through troubleshooting steps and explain technical solutions clearly and professionally
• Take ownership of customer issues, ensuring timely follow-up, accurate documentation, and appropriate escalation when needed
• Leverage internal knowledge bases, AI-powered tools, and available resources to investigate and resolve technical issues efficiently
• Collaborate with Tier 3 Support, Product, QA, and Development teams on more complex technical problems
• Maintain accurate records of customer interactions, troubleshooting steps, and resolutions
• Identify recurring issues, share customer feedback, and contribute to improvements in support processes and documentation
• Stay up to date with Sweed's platform, product updates, and evolving technical support practices

• 2+ years of experience in customer-facing support, technical support, customer service, or retail operations, preferably in a software or…