Support Engineer

Afresh is looking for a Support Engineer to join their Deep Tech Squad, providing top-tier support and guidance to customers. You'll be handling complex customer inquiries related to Afresh solutions, troubleshooting and investigating issues using your knowledge of SQL and databases while also acting as a key liaison for specific customers. You'll be part of an on-call rotation to ensure timely support when it's needed most, and you'll work on projects that help improve processes, internal dashboards, and investigation protocols. As the team continues to scale, you'll contribute to defining repeatable troubleshooting workflows that make deep-dive investigations more efficient. If you love problem-solving, have experience in support, and are excited about reducing fresh food waste in the grocery industry, this could be the perfect role for you

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.

• Resolve tickets with clear, concise, empathetic communication, helping to identify, debug, and escalate higher priority issues to Afresh engineering 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 tricky customer problems involving data integrity, data feeds, and machine learning, to improve both the customer experience and the product, driving Afresh's mission to reduce food waste.
• Help to build and improve upon Afresh's 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, and how Afresh's different Partners' needs differ, delighting customers and serving as the voice of the customer back to Afresh.
• Grow with the organization and Afresh's needs as a team, potentially specializing in specific Partner needs, and/or helping to build out the team by training future teammates.
• Serve as a key liaison for specific customers, ensuring a seamless support experience and advocating for their needs within the company.
• Provide on-call support, ensuring timely assistance for critical issues as they arise.

YOU ARE…

• Curious and authentic, just like us #beboldr
• An analytical and critical thinker, with an eye for even the most minute of details
  • Able to complete regularly scheduled reports
  • Able to motivate the team to meet the daily targets
  • Committed to excellent client service
  • Willing to work on different shifts
  • Upbeat and Energetic

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)
• 1+ years of experience in technical customer support.
• 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.
• 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.
• Experience in retail/supply chain or grocery is strongly preferred, but not required.
  • Private Health Insurance
  • Paid Time Off
  • Hybrid Set-up
  • Training & Development
  • Mental Health Program
  • Philhealth Coverage
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