Sweed is more than just your average point of sale system. We are a comprehensive retail cannabis solution that delivers not only powerful POS functionality, but also features like e-commerce and delivery, detailed analytics, marketing & loyalty, inventory management, and much more. With our all-in-one model, Sweed eliminates the extra workload of managing multiple different retail programs on a daily basis - that way retailers can get back to what matters most.
Job Summary:
We are seeking an experienced Technical Support Director to join our team. As the Technical Support Director, you will be responsible for overseeing and coordinating the timely resolution of support tickets, managing client escalations, and sharing support metrics with management. The ideal candidate will lead by example, providing hands-on guidance and mentorship to a team of L1 support agents. This role is a great opportunity for someone who possesses impeccable interpersonal skills, has an analytical mindset and the desire to shape a growing support team. This is a cross functional role, reporting directly to the CTO and working with the Director of Customer Support.
Key Responsibilities:
Handle escalated technical issues, offering L2 and L3 support when necessary
Develop workarounds and solutions to address complex problems efficiently
Provide personalized attention and in-depth troubleshooting to customers with ongoing problems
Train support team on new features and improved functionality
Lead, guide, and mentor the technical support team ensuring high-quality support and swift resolution times
Mentor team on advanced troubleshooting and case management skills
Engage in customer-facing interactions to resolve issues for high-priority customers
Develop and document technical processes and procedures
Lead team retrospectives for tickets which are not resolved in a timely manner
Additional responsibilities:
Ensure the support team stays updated with the latest cannabis industry regulations and technologies
Assist in hiring, training, and performance evaluations of technical support staff
Coordinate with other departments to ensure seamless customer service
Monitor and analyze team metrics, identifying areas of improvement and implementing solutions
Stay current with technology trends and emerging platforms related to our products and the cannabis industry
Support the launch of key clients
Experience:
Experience working in the cannabis industry (strongly preferred, but not required)
In-depth familiarity with the cannabis industry and its regulatory landscape is a major plus.
A minimum of 2-3 years leading a technical support group or a comparable team
At least 1 year of prior experience with a POS system or working within a Multi-State Operator (MSO)
Technical Proficiency: Demonstrated expertise in hands-on L2 or L3 support, showcasing the ability to effectively diagnose, troubleshoot, and resolve intricate technical challenges
At least 2-3 years of Python and SQL experience for data analysis
Leadership Skills: Strong aptitude for leadership and mentorship, emphasizing team advancement and delivering exceptional customer service
Communication Excellence: Exceptional written and verbal communication skills, enabling the clear conveyance of complex technical information in a comprehensible manner
Requirements:
Excellent communication skills, both written and verbal, with the ability to effectively communicate technical concepts to non-technical individuals
Proficient in conducting comprehensive error analysis to accurately diagnose technical issues
Availability during EST/PST time zones
Willingness to work weekends and maintain a flexible schedule
Prompt engagement in immediate emergency response situations
Capable of writing detailed technical tickets and collaborating with development teams
Professional experience with Jira or a similar ticketing system
Professional experience with Confluence or a similar document management system
Remote work with occasional travel to client sites
Benefits
Medical, Dental, Vision and other health insurance
401K
Paid parental leave
Company Observed Holidays
Generous PTO
Sweed is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.
Seniority level
Not Applicable
Employment type
Full-time
Job function
Information Technology
Industries
Software Development
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