Company Name: Swayable

Job Details: Easy,Apply,Hiring,Remotely,in,San,Francisco,,CA,In-Office,or,Remote,100K-115K,Annually,Mid,level

Job Url: https://builtin.com/job/technical-support-engineer/8284409

Job Description: About SwayableSwayable is a fast-growing AI and automated data science platform that measures public opinion and the impact of messages and advertising content on it. We are a 40-person team backed by top technology and social impact investors, including Y Combinator. Founded in 2018 by physics PhDs, it is led by the former Executive Director for Digital Strategy at the New York Times. Clients include major consumer-facing brands (American Express, Airbnb, Paramount Pictures), technology companies (Anthropic, Meta, Amazon), academic researchers (MIT, Yale, Stanford) and mission-aligned civic advocacy campaigns (e.g. on climate, human rights and elections).Joining Swayable means being on a team whose work changes the course of history. The technology we develop is at the leading edge of transforming some of the world’s most important campaign organizations and enterprises: combatting disinformation, protecting democracy, and supporting the sustainable growth of consumer-facing brands.Technology stackSwayable uses Python (Numpy, Scipy, scikit-learn, Pandas, Celery, Flask), JavaScript (Vue.js, Node.js), MongoDB, and GraphQL.About the roleSwayable is looking for a mission-driven, fast-learning, and solutions-oriented Technical Support Engineer to support the Client Research Services (CRS) and Technology teams. In this role, you will be the first line of technical support for internal teams, helping streamline technical operations, reduce ticket resolution times, and increase the scalability of our service delivery.This role is perfect for someone who is excited by problem-solving, improving systems, and collaborating cross-functionally with CRS, Engineering and Product to improve internal tools and processes.What you'll do:Triage and resolve technical support tickets submitted by the Client Research Services (CRS) teamEscalate issues to Engineering only when necessary, progressively reducing dependence as you gain expertiseRefine and maintain technical documentation, including the CRS and Engineering runbooksIdentify and recommend opportunities for automation and system improvementsCollaborate closely with Engineering and Product teams to advocate for scalable solutions and internal tooling improvementsManage access and permissions (e.g., MongoDB credentials) as required to fulfill support tasksYou will report to the Director of Client and Research Success and work cross-functionally with the Engineering and Product teams, playing a critical part in maintaining high-quality execution while unlocking efficiency through process improvement and automation.Who you are:2+ years of experience in technical support, solutions engineering, or an equivalent technical roleStrong problem-solving skills and a passion for understanding how systems workComfortable working with internal stakeholders to identify and resolve technical issuesFamiliarity with modern software tools and databases (MongoDB experience is a plus)Able to synthesize information and improve documentation over timeExcellent organizational skills and the ability to prioritize multiple issues at onceA collaborative mindset and eagerness to learn from others across Engineering, Product, and Client Success teamsWhat you'll gain:Deep familiarity with Swayable’s analytics platform and internal systemsHands-on experience supporting a high-performing research and client services teamExposure to engineering workflows, system design, and data infrastructureThe opportunity to identify and implement scalable solutions that improve internal efficiencyDirect collaboration with Engineering and Product teams to drive meaningful changeBenefits:100% Medical, Dental & Vision PlansGenerous PTO (3 weeks first year, 4 weeks second year, 5 weeks third year, 6 weeks fourth year onward) Equity options401k, FSAOngoing professional development stipendWe are an equal opportunity employer. We strive to promote an organizational environment that values diversity and fosters growth. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other basis prohibited by law. The team especially encourages applicants from underrepresented backgrounds.Salary Range: 100-115K