Support Engineer

Job Description

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 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.
• 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.

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
• Passionate 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.

Benefits

• SSS
• Pag-ibig
• Philhealth
• HMO on day one
• 13th month pay
• Paid incentive leaves
• Personal time-offs (PTOs)
• Sick leave