Technical Support Director

Overview:

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.