Technical Support Engineer Job at Swarmia (New York)

Technical Support Engineer

Swarmia

Location:
United States , New York

Category:
IT - Administration

Contract Type:
Not provided

Salary:

85000.00 - 105000.00 USD / Year

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Job Description:

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.

Job Responsibility:

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

Nice to have:

Experience working with complex, evolving products and excited to develop a deep understanding of how modern engineering organizations operate
Naturally curious and looks beyond the immediate issue to understand customer tooling, workflows, and teams
Strong problem-solving skills and comfortable defining ambiguous problems, narrowing scope, and working through them methodically
Cares deeply about customer experience, communicates clearly, pays attention to detail, and approaches support with empathy and patience
Takes ownership of customer issues end to end
Experience supporting B2B customers, from smaller engineering teams to larger, more complex organizations

What we offer:

Equity
Comprehensive benefits, including 401(k) matching
Flexible model of work
Great work-life balance

Additional Information:

Job Posted:
February 01, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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