Technical Support Representative at goswift

Company Description Swiftly is on a mission to help cities move more efficiently. We are the leading transit data platform for agencies to share real-time passenger information, manage day-to-day operations, and improve service performance. Today, over 200 transit agencies in 12 countries – including LA Metro, MARTA, SEPTA, and MBTA – rely on Swiftly to improve on-time performance by up to 40% and increase passenger information accuracy by up to 50%. The result is better service reliability, increased ridership, and more efficient transit operations. Even though Swiftly's HQ office is located in San Francisco, CA, we are open to candidates in most locations across the U.S. as well as Ontario and British Columbia, Canada. At this time we are unable to provide Visa sponsorship. Technical Support at Swiftly The Technical Support Representative is part of the Customer Success department at Swiftly and works directly with Swiftly customers and cross-functional partners to ensure our customer transit agencies are happy and find immense value in the tools that Swiftly provides. The Technical Support team supports internal and external customers in many aspects of their journey at Swiftly. We work with: Sales teams to ensure prospect accounts successfully leverage the Swiftly platform during product demonstrations and pilots. New customers during their implementation and onboarding phase to ensure their data, integrations, and hardware are integrated correctly during implementation Existing customers to solve problems, answer questions and troubleshooting bugs and technical issues as they arise. When problems arise, we seek to thoroughly understand customer needs and apply our skills to solve problems. With an eye on efficiency, we also apply a keen analytical eye to spot trends, and work within our tools and cross-functional teams to ensure we are preventing repetitive work. We are passionate about improving mobility in the communities we serve, and we work side by side with transit agencies and operators to ensure their projects are impactful. We love the human aspect of our work and thrive on getting creative to solve problems. About the Technical Support Role Swiftly now has contracts with over 200 Transit agencies, meaning we get many questions, comments, and other inquiries every day. As a Technical Support Representative, you will be our first line of defense to respond to customer inquiries. This role is remote, but we are specifically looking for a candidate on the West Coast, although we are amenable to a candidate who can work in the Pacific timezone (PDT). *We use AI tools for scheduling and summarization in our hiring process. We do not use AI tools to make decisions about who moves forward or to assess the strength of candidates. Every application is reviewed and all hiring decisions are made by Swiftly team members. This is an active, open role that we are currently hiring for at Swiftly. What You'll Do • Become an expert on Swiftly’s suite of solutions and assist customers on issues and concerns. Provide reliable direction to customers in both technical and non-technical terms. • Quickly and accurately handle all levels of technical support communications, across multiple channels, precisely tracking all customer interactions via Zendesk, Jira, Github and other tools. • Take end-to-end ownership of issues, following through until you reach an appropriate resolution. • Handle daily technical support requests from customers, including bugs, technical issues, product questions, feature requests, hardware and software, account creation and providing basic product education. • Serve as technical support for Swiftly and assist in troubleshooting hardware issues: GPS units, tablets, and other integrated fleet hardware. You’ll be thoroughly trained on this, don’t worry! • Train and optimize our email AI agent by thoughtfully updating it’s knowledge through written content, documentation, and video recordings. • Lead troubleshooting of bugs and other issues as they arise. Document and partner with Product and Engineering teams to usher through resolution. • Investigate and solve complex data questions. • Build relationships with other departments and work together to solve technical and non-technical challenges. • Create and maintain internal and customer-facing technical support documentation and resources. • Collaborate with Engineering, Product Management, and other cross-functional peers on specific user-impacting issues • Troubleshooting and investigating issues that arise from customers. • Be the customer advocate! You are their eyes, ears, and heart here at Swiftly. What Will Set You Up for Success • You have 2+ years of experience working with Enterprise SaaS customers OR 2+ years of experience in the transit or transportation industry (or equivalent, transferable experience) • You are a strong written and verbal communicator. • You love working with customers (internal and external) and setting them up for success. • You have strong empathy and patience. • You are a tireless investigator. When an issue arises, you own it until resolution. • You constantly seek to create efficiencies and regularly use AI to make your work more efficient. • You hear challenges from others and have a burning desire to solve them. You stay calm and seek creative ways to deliver solutions. • Comfortable working with software and occasionally hardware (GPS units for buses and trains) • You care about communities of all sizes: large and small, rural and urban. • You have an interest in transit. • Experience and passion for content writing (for a knowledge base) is a plus. • Experience with data analysis and data visualization tools is a plus (Google Sheets, Google Data Studio, Amplitude). • Basic skills in Java, Python or SQL are a plus. Pay Range In accordance with pay transparency laws, please see the approximate salary ranges below. These ranges represents the anticipated low and high end of the salary and any on-target earnings (if applicable) for this position. Actual salaries will vary and are based on a multitude of non-discriminatory factors including final role leveling decisions, a candidate’s relevant work experiences/skills, and geographic location. Salary is one component of Swiftly’s total compensation package, which also includes stock options, competitive benefits, 401(k)/ RRSP matching, a fantastic team and culture, opportunity to have a huge impact, emphasis on professional growth and holistic wellness, and other perks. US Salary Range: $85,000 - $125,000 USD Canadian Salary Range: $100,000 - $125,000 CAD Beyond the Skills: We are looking for candidates who are passionate about mobility, sustainability, or mission-oriented projects that have a significant real-world impact. Ideal candidates encompass the core values of our company: • Team. Together, we are more effective and better supported • Impact. Drive impact for our customers, our company, and all of our teams • Diversity. See differing perspectives as ways to address our weaknesses and find new strengths • Communication. Assume others internally and externally have good intentions • Feedback. We share feedback because we want each other to grow professionally and personally • Growth. Foster personal, professional, and company growth Benefits: • Competitive salary • Equity compensation for every employee • Medical, Dental and Vision • Retirement with Employer Match • Flexible Spending Account (FSA) • Home office setup reimbursement • Monthly cell/internet reimbursement • Monthly "Be Well" stipend • Flexible PTO with a recommended minimum • Flexible work environment • 16 paid holidays, including holidays in months without US national holidays • 8 fully paid weeks of leave for child birth/adoption Travel note: Swiftly employees can generally expect to travel 1–2 times a year for in-person company or team offsites. As a fully distributed company, we consider these offsites important for cultivating strong relationships across our teams! Attending these in-person is expected and encouraged, although we understand everyone has different personal circumstances and we will consider requests for exceptions. Customer-facing team members and other specific roles may be expected to travel more frequently. We are a truly mission-driven culture that is set to change the world of transit We are an equal opportunity employer - we are committed to a workplace that is as dynamic, diverse, and passionate as the communities we serve. Because we work with public agencies, we participate in E-Verify.