About this role
Hi there!
We’re SweedPOS, a product-driven tech company building an all-in-one cannabis retail platform. We’re looking for a Technical Support Specialist to join our fully remote team.
About Us
At Sweed, we’re reimagining how cannabis retailers operate. Our enterprise-grade platform brings POS, eCommerce, Marketing, Analytics, and Inventory Management together into one seamless solution—eliminating the need for multiple third-party tools.
We believe in simplicity, efficiency, and innovation. That’s why we build for scalability and performance, helping cannabis retailers grow while keeping operations smooth and compliant.
Why We’re Doing This
We believe in the medicinal potential of cannabis. It has been shown to help people manage chronic pain, anxiety, depression, and other conditions. Despite the lingering stigma, we see cannabis as a powerful tool for improving quality of life.
The industry is evolving fast, and we’re here to drive that transformation—making cannabis retail more efficient, accessible, and customer-friendly.
Where We Are Now
We’ve been on the market for 8 years, continuously growing and refining our product.
Earning customer trust is our top priority. That means constantly improving our delivery processes, rolling out new features, and navigating a complex legal landscape to keep our platform compliant and future-proof.
Team Structure
Our team consists of 200+ people worldwide:
Cross-functional product and engineering teams distributed globally
CEO, Account Managers, and Customer Success teams based in the USA, working closely with Product and Support to align business and user needs
About the Role
As a Technical Support Specialist, you’ll play a key role in identifying, investigating, diagnosing, and resolving customer issues related to Sweed’s products.
You’ll collaborate closely with teams across Onboarding, Customer Success, Product, Engineering, QA, Billing, and others, using established escalation paths to ensure timely incident resolution and service restoration.
This role requires consistent availability during your assigned shift, working five consecutive days per week, as part of a 24/7 support environment.
What You’ll Do
Develop a deep understanding of Sweed’s products, features, functionality, and integrations
Handle customer issues across multiple channels (email, live chat, phone — inbound and outbound), escalating when needed
Use internal documentation and external resources to resolve issues efficiently
Maintain accurate and detailed records of customer interactions in our service desk system
Troubleshoot complex technical issues using all relevant tools
Take full ownership of customer issues and follow them through to resolution
Stay up to date with product releases, internal processes, and best practices
Execute tasks as directed by senior team members and contribute to continuous improvement
What Professional Skills Are Important for Us?
2+ years of experience in a support role within a SaaS environment
Strong English communication skills, written and spoken
Experience working with an international customer base
Proficiency with Google Workspace and service desk tools such as Zendesk, Freshdesk, Intercom, Salesforce, HubSpot, or similar
Bonus Qualifications
Basic knowledge of HTML and CSS
Experience with guest-facing technology such as POS systems, APIs, or mobile applications
Familiarity with emulators or testing tools like Bluestacks, Nox, or BrowserStack
What Else Matters to Us?
Proactivity — we value people who take initiative and share ideas
Critical thinking — you look beyond surface-level issues to find real solutions
Adaptability — our industry moves fast, and we need people who thrive in change