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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Manager, Technical Support - **Company:** Swap - **Location:** UK - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Large Language Models - **Published:** September 23, 2026 - **Apply:** https://startup.jobs/manager-technical-support-swap-10156615 ## About the Role * Experience in ecommerce, logistics, or post-purchase platforms. * Experience operating global or follow-the-sun support teams. * Familiarity with AI copilots, LLM-powered knowledge bases, or automated incident detection. * Experience in a scale-up or hyper-growth environment. ## Description We're hiring a Technical Support Manager to provide senior, cross-product technical leadership across Swap's Support organisation. This is a horizontal, high-impact role focused on technical escalation ownership, operational consistency, and scaling Technical Support (particularly in the US) as our customer base and product suite grow. You'll act as the senior technical authority within Support driving prioritisation, improving technical readiness, and strengthening collaboration across Product and Engineering. This role blends strategic oversight with hands-on execution and people leadership. This is not a product-specific role. You'll operate across products, regions, and teams to ensure a clear technical ownership of complex, high-impact escalations, strong prioritisation and structured escalation pathways. Operational consistency as headcount and complexity grow and scalable systems, processes, and tooling for Technical Support. You'll complement our global leadership by adding strong day-to-day technical management and execution as the team expands. What You Will Do * Own technical readiness across all Swap products, ensuring Support teams are prepared for launches, changes, and increasing scale. * Act as a senior technical authority across products, setting standards for troubleshooting, root-cause analysis, and resolution quality. * Partner with Product and Engineering on readiness reviews, risk identification, and support impact for roadmap changes. * Support a follow-the-sun model, ensuring consistent technical coverage and decision-making across regions. * Serve as the primary owner for high-severity, high-visibility, and executive technical escalations across regions and products. * Define and drive clear prioritisation frameworks for incidents, escalations, and competing customer needs. * Coordinate cross-functionally to ensure fast, durable resolutions and strong post-incident learning and follow-up. What we would like to see * Manage, coach, and develop Technical Support team members as headcount increases, particularly in the US. * Build clarity around ownership, expectations, and career progression within Technical Support. * Raise the bar for technical capability, operational maturity, and customer impact across the team. * Establish and maintain consistent global processes for escalations, incident management, and cross-team communication. * Partner with Support Operations to improve tooling, workflows, and metrics that enable scale. * Use data and trends to monitor queue health, identify systemic issues, anticipate risk, and inform strategic decisions. * Lead the adoption of AI-driven support workflows, including intelligent routing, automated triage, and escalation detection. * Partner with Support Operations, Product, and Engineering to design and implement automations that improve speed, consistency, and scalability. * Use AI-assisted tooling to improve prioritisation, root-cause detection, and knowledge surfacing for agents. * Ensure AI systems are safe, explainable, and aligned with customer trust, security, and compliance requirements. ## Related Videos - [Creating Industry ready solutions with LLM Models](https://www.wearedevelopers.com/videos/899-creating-industry-ready-solutions-with-llm-models) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Edit Your Future: Queerverse Radical AI](https://www.wearedevelopers.com/videos/909-edit-your-future-queerverse-radical-ai) - [Bringing the power of AI to your application.](https://www.wearedevelopers.com/videos/1010-bringing-the-power-of-ai-to-your-application) - [Lies, Damned Lies and Large Language Models](https://www.wearedevelopers.com/videos/1231-lies-damned-lies-and-large-language-models) - [AI is dead, long live AK](https://www.wearedevelopers.com/videos/1093-ai-is-dead-long-live-ak) ## Related Articles - [What Are Large Language Models?](https://www.wearedevelopers.com/magazine/304-what-are-large-language-models) - [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift) - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline) - [Dev Digest 137 - AI'm not sure about this](https://www.wearedevelopers.com/magazine/485-dev-digest-137-ai-m-not-sure-about-this) - [13 AI Tools You Have to Try](https://www.wearedevelopers.com/magazine/219-13-ai-tools-you-have-to-try) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers)