Technical Support Representative

The role

You will provide technical support to customers primarily through live chat. You will troubleshoot POS systems, retail hardware, and software-related issues.

What you will do

• Provide technical support to customers primarily through live chat
• Troubleshoot POS systems, retail hardware, and software-related issues
• Investigate customer-reported problems and identify root causes
• Guide customers through troubleshooting steps
• Take ownership of customer issues and ensure timely follow-up
• Leverage internal knowledge bases and AI-powered tools
• Collaborate with Tier 3 Support, Product, QA, and Development teams
• Maintain accurate records of customer interactions and resolutions
• Identify recurring issues and contribute to support process improvements
• Stay up to date with Sweed's platform and product updates

Required qualifications

• 2+ years of experience in customer-facing support, technical support, customer service, or retail operations
• Experience supporting or troubleshooting Point of Sale (POS) systems and related hardware
• Experience troubleshooting technical issues involving software, hardware, or complex technology products
• Excellent written English communication skills
• Strong verbal English communication skills
• A structured, analytical approach to troubleshooting and problem-solving
• Ability to remain calm, patient, and solution-oriented
• Strong attention to detail, documentation skills, and a sense of ownership and accountability
• Comfortable working with web-based software, support platforms, CRMs, and AI-powered tools
• Ability to work independently, collaborate with teammates, and escalate issues effectively
• Availability to work the required schedule, including weekends

Nice to have

• Previous experience supporting SaaS platforms or complex software products
• Familiarity with retail operations, inventory management, eCommerce, or payment processing
• Experience troubleshooting retail hardware, such as receipt printers, barcode scanners, cash drawers, or scales
• Experience investigating more advanced technical issues involving APIs, integrations, or application logs
• Familiarity with tools such as Intercom, Salesforce, HubSpot, Slack, or similar support and collaboration platforms
• Experience in the cannabis retail industry or familiarity with METRC and other compliance systems
• Relevant technical certifications or an IT-related background

Benefits

• 100% remote
• 20 paid days off per year
• 3 paid sick days
• Medical insurance after introductory period
• Equipment reimbursement (laptops, monitors, etc.)

Before you apply

• Recruiter Interview
• Technical & Team Interview
• Hiring Manager Interview
• Final Interview (if needed)

About the company

Sweed is a product-driven startup building an all-in-one cannabis retail platform. The platform combines POS, eCommerce, Marketing, Analytics and Inventory Management into a single solution.