Support Engineer T3

Summary

Join Boldr as a Support Engineer and provide exceptional support to customers by resolving complex inquiries, troubleshooting issues, and escalating bugs. You will utilize your passion for data and product knowledge to articulate solutions clearly and concisely. This role involves building and improving internal processes, developing dashboards, and defining investigation protocols. You will actively participate in high-urgency incidents, ensuring customer SLA adherence. Continuous improvement of ticket quality assurance and deep understanding of customer needs are crucial. Growth opportunities within the organization are available, potentially specializing in partner needs or training future teammates. The position is 100% work from home with a US Eastern time (Graveyard) schedule.

Requirements

• Possess strong technical skills in TypeScript, NodeJS and/or Ruby on Rails
• Have a BSc IT/Computer Science or similar
• Demonstrate a strong understanding of how to write and articulate complex solutions to non-technical individuals, by being concise and having a clear understanding of tone, and grammar
• Have experience handling high-urgency, high-priority incidents with a quick, decisive, and kind demeanor under pressure
• Possess strong strategic and analytical skills with exceptional execution and problem-solving capabilities
• Show acute attention to detail and resourcefulness
• Have an uncanny ability to identify patterns and trends in tickets
• Demonstrate a strong understanding of data, and database structures
• Exhibit organized and self-motivated tendencies, and be comfortable operating within ambiguity

Responsibilities

• Resolve tickets with clear, concise, empathetic communication, helping to identify, debug, and escalate higher priority issues to level two Support Engineers, engineering, account management, and product teams
• Find trends, bugs, and deep dive for root causes, by championing resolutions for our customers’ mission-critical work
• Monitor alerts by resolving them and mitigating customer-facing issues
• Be actively involved in high-urgency incidents and push for resolution to meet our customers’ SLAs, and advocate for resolutions of our customers’ mission-critical issues
• Work actively on higher-priority issues, and engineer accurate solutions for our customers
• Push for the complete, satisfying resolution of customer issues by following up with engineers internally, requesting updates from customers, and closing the loop with the original reporter
• Conduct continuous ticket quality assurance, reflecting on your own, and your peers’ resolution effectiveness
• Investigate complex customer problems involving data integrity, data feeds, and machine learning, to improve both the customer experience and the product, driving the company’s mission to reduce food waste
• Deeply understand Boldr's customers' needs, and how Boldr’s different Partners' needs differ, delighting customers and serving as the voice of the customer back to Boldr
• Grow with the organization and Boldr’s needs as a team, potentially specializing in specific Partner needs, and/or helping to build out the team by training future teammates

Preferred Qualifications

Have experience in retail/supply chain or grocery

Benefits

• HMO
• Paid Time Off
• Work From Home
• Training & Development
• Mental Health Program
• Philhealth Coverage
• SSS
• Pag-ibig