Tier 1 Technical Support Representative

Hi there!We're SweedPos, a product-driven startup building an all-in-one cannabis retail platform. We’re on the lookout for a Tier 1Technical Support Representative to join our team remotely and help us scale and optimize our platform.About UsAt Sweed, we’re reimagining how cannabis retailers operate. Our enterprise-grade platform combines POS, eCommerce, Marketing, Analytics and Inventory Management into a single, 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, making life easier for cannabis retailers while driving real business growth.Why We’re Doing ThisAt Sweed, we believe in the medicinal potential of cannabis. It has been shown to help with chronic pain, anxiety, depression, and many other conditions. Despite the lingering stigma, we see cannabis as a powerful tool for improving lives.The industry is evolving rapidly, and we’re here to drive that transformation—making cannabis retail more efficient, accessible, and customer-friendly.Where We Are NowWe’ve been on the market for 6 years, continuously growing and refining our product. Our focus is on earning customer trust, which means constantly improving our delivery processes and rolling out new features. At the same time, we navigate the complex legal landscape of the cannabis industry, ensuring our platform remains compliant and future-proof.Job SummaryAs a Technical Support Representative at Sweed, you'll be the key to ensuring our customers have a great experience when seeking support for the product. You'll work closely with users, serving as the initial contact point for remote support of any component of the product after launch.Location and Working HoursThis is an entirely remote role, with immediate need for individuals with flexibility in available working hours. Open availability on weekends is also highly desirable for this position.ResponsibilitiesWelcome diverse customer inquiries related to product features and technical issues.Troubleshoot and resolve complex technical problems in a timely manner.Collaborate with cross-functional teams to address and solve technical challenges.Provide feedback to account, product, and development teams based on customer input.Communicate product updates and changes to customers.Test new features to ensure they meet customer requirements.Maintain records of support requests and issues.Stay updated on product knowledge and industry trends.Identify and recommend improvements to support processes.Required Qualifications1-2 years of experience working in the cannabis industry.1-2 years of experience working in a Technical Support environment.Experience with documentation and SOPs.Experience supporting a complex SaaS product.Experience using a point of sale system.Experience working closely with a team to accomplish shared goals.Passion for adopting/using new technology.Personal accountability and concern for punctuality.Desired QualificationsExperience with APIs and Postman.Experience working with SQL.Experience with data visualization tools such as Looker, Domo, Tableau, etc.Technical certifications.What We OfferMedical, dental, vision, and other health insurance options.Paid parental leave.Paid company observed holidays.Generous paid time off.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, protected veteran status, or any other characteristic protected by law.Originally posted on Himalayas

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