Work set-up: 100% WFH

Working schedule: US Eastern time (Graveyard)

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 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.

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 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.

Requirements

YOU HAVE…

• Strong technical skills in TypeScript, NodeJS and/or Ruby on Rails.
• 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.
• 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.

Benefits

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