Support Engineer

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 AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
• At the heart of great partnerships we'll always find EMPATHY

WHAT IS YOUR ROLE

As a Support Engineer I, you will support the company's internal tools by providing Level 1 application support, triaging errors from internal users, and performing QA testing for weekly releases. You will help investigate and resolve technical issues, ensuring smooth day-to-day operations across internal systems.

In this role, you'll work closely with the engineering and development teams to test new features, validate bug fixes, and maintain the overall stability and reliability of internal applications. Success in this role requires strong technical troubleshooting skills and the ability to analyze logs and databases.

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

• Provide Level 1 application support for internal users by diagnosing and resolving errors related to internal tools.
• Triage and troubleshoot reported issues, escalating complex or unresolved issues to the engineering team as needed.
• Investigate and resolve issues by:
• • Scraping and reviewing log files
• Querying databases (read-only) to verify data accuracy or identify issues
• Checking console logs, network requests, or other infra-level diagnostics
• Find trends, bugs, and deep dive for root causes, by championing resolutions for internal users' operational needs.
• Maintain and update internal knowledge base and troubleshooting playbooks, documenting fixes and standard operating procedures for recurring issues.
• Collaborate cross-functionally with engineers and the development team to communicate issues, validate fixes, and identify opportunities for process improvement.
• Track, document, and report test results and defect findings in tools such as Jira or similar platforms.
• Assist in identifying opportunities for automation, improved processes, and reduced error frequency.
• Help to build and improve upon debugging, triaging, and escalation protocol, including creating dashboards and repeatable queries intended to make common SQL analyses more efficient.
• Be actively involved in high-priority internal incidents, coordinating with engineering for resolution.
• Identify and suggest improvements to internal tools, processes, and documentation to enhance user experience and efficiency.
• Grow with the organization and team's needs, potentially specializing in specific internal systems or QA functions, , and/or helping to build out the team by training future teammates.

Requirements

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 details

• Highly proactive and resourceful in troubleshooting issues and validating fixes
• Passionate about client satisfaction.

YOU HAVE…

• BSc IT/Computer Science or similar
• 2+ years of experience as a Support Engineer, IT support, infrastructure, or QA (non-coding but technical troubleshooting).
• 2+ years of experience working in SQL, log analysis, and basic debugging environments.
• Excellent written and verbal English communication skills
• 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.
• 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.
• Highly trainable, able to learn internal tools and workflows quickly
• Familiarity with QA testing processes, tools (e.g., Jira, Testrail), and defect management
• Strong collaboration skills to work with internal stakeholders.

• Strong understanding of data, and database structures.

• Detail-oriented, analytical, and proactive in diagnosing problems.

• Able to work U.S. East Coast hours.