Tier 2 Support Engineer

Summary

Join Afresh, a company dedicated to eliminating food waste and improving fresh food accessibility, as a Support Engineer. You will be the primary escalation point for the support team, resolving complex customer inquiries and troubleshooting technical issues using your SQL and database expertise. This role involves collaborating with various teams, improving internal processes, and building tools to enhance support efficiency. You will also be responsible for identifying trends, improving documentation, and advocating for customer needs. The ideal candidate possesses strong technical support experience, SQL proficiency, and excellent communication skills. Afresh offers a dynamic and fast-paced work environment.

Requirements

• 2+ years of experience in technical customer support
• Strong SQL experience, both writing and understanding queries, and familiarity with data stores and databases
• Git or other version control experience
• Strong strategic and analytical thinker with exceptional execution and problem-solving capabilities
• Strong communication skills, both verbal and written. Comfortable discussing technical information to users and client support teams
• Ability to quickly learn new software concepts
• Ability to prioritize and manage several projects efficiently with a high level of autonomy
• Acute attention to detail; you live for the thrill of connecting the dots
• A clear, concise, empathetic writer and exceptional communicator who can internalize customers' feedback and effectively advocate for their needs
• Organized and self-motivated individual, comfortable operating within ambiguity
• Strong self-starter who thrives in a dynamic, fast-paced, small team environment that is capable and willing to wear multiple hats and own end-to-end processes and follow-up
• Customer centric and friendly - driving to achieve a happy customer, not just a resolution

Responsibilities

• Be the primary escalation point for our Tier 1 Support team on guidance for tricky issues
• Triage technical issues, resolve problems independently and escalate to appropriate team
• Take full ownership of customer issues, including troubleshooting, root cause analysis, clear communication, and in many cases resolution
• Resolve tickets via email and (occasionally) on the phone with clear, concise, empathetic communication, helping to identify, debug, and escalate higher priority issues to our engineering and product teams
• Investigate tricky customer problems involving app bugs, data integrity, data feeds, and machine learning, to improve both the customer experience and the product, driving our mission to reduce food waste
• Respond positively when under pressure, multi-task and to deal with conflict / crisis ( i.e. realize something is important or will quickly become and incident)
• Participate in on-call rotation, handling urgent incidents as they arise, including those that require fast escalation or heightened attention
• Define and improve workflows, practices, and standards to ensure that Afresh Support Engineers can deliver fast, reliable, and accurate customer support globally Identify trends in requests, and highlight opportunities to improve documentation and our product
• Help to build and improve upon our debugging, triaging, and escalation protocol, including creating dashboards and repeatable queries intended to make common SQL analyses more efficient
• Deeply understand Afresh's customers' needs, how our different Partners' needs differ, delighting our customers and serving as the voice of the customer back to Afresh. This includes being the Lead on a set of customer(s) as a representative of the Support org
• Research, define, and roll out or build tools to improve the speed and quality of support
• Complete projects focused on excellence in the operations of a global Support Engineering organization Work closely with Senior Management to help Support Engineers deliver on their components of overall company goals and objectives
• Grow with the organization and our needs as a team, potentially specializing in specific Partner needs, our engineering pod structure, and/or helping to build out the team by training future teammates

Preferred Qualifications

• Experience working in startup companies
• Experience in retail or grocery
• Spark experience
• Python or scripting experience
• Degree in Computer Science or related field

Benefits

Remote work, flexible hours