Support Engineer

3 days ago

Manila, National Capital Region, Philippines BOLDR PH, INC. Full time

A LITTLE BIT ABOUT Boldr

Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.We are a global team, united by our desire to connect diverse people with common values for boldr impact. We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner. LET'S START WITH OUR VALUES Meaningful connections start with AUTHENTICITYWe do our best work by being CURIOUSWe grow by remaining DYNAMICOur success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE At the heart of great partnerships we'll always find EMPATHY

WHAT IS YOUR ROLE

We are looking for a Support Engineer to help provide unparalleled support and guidance to customers. You will quickly and effectively resolve complex customer inquiries that arise with our solutions, investigating and troubleshooting using your knowledge of SQL and the product. You will have a passion for data, and understanding the product, thus enabling you to swiftly and easily articulate solutions to our customers, and cross-functional teams clearly and concisely, adapting our tone to ensure we provide the most human technical support possible. You will also clearly be able to identify, own, and escalate bugs that hinder the customer from performing mission-critical work.

You'll also help to build and improve processes as a team, helping to develop internal dashboards, define the process for in-depth investigations, and repeatable sleuthing protocol to help scale customer support function as Boldr continues to grow its customer base. You have support experience and a love of problem-solving.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

WHAT WILL YOU DO

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 customersPush 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 reporterConduct 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.Help to build and improve upon Boldr's debugging, triaging, and escalation protocol, including creating dashboards and repeatable queries intended to make common SQL analyses more efficient.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. WHAT WE'LL LIKE ABOUT YOU
YOU ARE... Curious and authentic, just like us #beboldr An analytical and critical thinker, with an eye for even the most minute of detailsPassionate about client satisfaction. YOU HAVE...
2+ years of experience as a Support Engineer, data analyst, application specialist, or similar role. (Required)2+ years of experience working with complex databases and SQL, both writing and understanding queries, and familiarity with data stores and databases. This role is SQL-heavy. (Required)BSc IT/Computer Science or similar. (Required)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.Clear, concise, empathetic, writing skills and exceptional communication skills with the ability to internalize customers' feedback and effectively advocate for their needs using data.Experience handling high-urgency, high-priority incidents with a quick, decisive, and kind demeanor under pressure.Strong strategic and analytical skills with exceptional execution and problem-solving capabilities.Acute attention to detail and resourcefulness; you live for the thrill of connecting the dots.An uncanny ability to identify patterns and trends in tickets.Strong understanding of data, and database structures.Organized and self-motivated tendencies, and are comfortable operating within ambiguity.Experience in retail/supply chain or grocery is strongly preferred, but not required.

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