Technical Support Representative (Tier 2, Remote)

About the role

Sweed, a cannabis retail platform combining POS, eCommerce, marketing, analytics and inventory management, is hiring a Tier 2 Technical Support Representative for its remote Customer Support team. The role is primarily chat-based (90-95% of interactions) and handles technical issues escalated from an AI-powered first-line support system. It is a full-time, remote position paid in USD under a B2B contract with the US company.

Key responsibilities

• Provide technical support via live chat, troubleshooting POS systems, retail hardware and software issues such as receipt printers and connected devices
• Investigate customer problems, gather information, identify root causes and guide customers through solutions
• Document interactions accurately, follow up on issues and escalate when needed
• Use knowledge bases and AI tools, and work with Tier 3 Support, Product, QA and Development teams on complex issues
• Share customer feedback and help improve support processes and documentation

Required profile

• 2+ years in customer-facing support, technical support, customer service or retail operations, preferably in a software or tech environment
• Experience supporting or troubleshooting POS systems and related hardware, remotely or hands-on
• Excellent written and verbal English, able to explain technical concepts clearly
• Analytical, patient and solution-oriented, with strong attention to detail and documentation skills
• Availability for the required schedule, including weekends, after initial training

Required skills

• Comfortable with web-based software, support platforms, CRMs and AI-powered tools
• Preferred: SaaS support experience, familiarity with retail operations, inventory management, eCommerce or payment processing
• Preferred: experience with retail hardware, APIs, integrations or application logs, and tools such as Intercom, Salesforce, HubSpot, Slack

What we offer

• Remote work with a 20-day paid vacation and 3 paid sick days
• Medical insurance after the introductory period and equipment reimbursement
• Training for the first two months, then a Saturday through Wednesday schedule within 6am-6pm Pacific Time

Hiring process: three interviews of about 30 minutes each (recruiter, support team leads, hiring manager), with a possible final interview with senior leadership.