Support Engineer

Posted 7 Days Ago
Be an Early Applicant
Philippines
Mid level
Consulting
The Role
The Support Engineer is responsible for resolving customer tickets, investigating complex customer problems related to data integrity and machine learning, and ensuring high-urgency incidents are resolved efficiently. This role requires effective communication, analytical skills, and familiarity with SQL to provide solutions that enhance customer satisfaction.
Summary Generated by Built In

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

Top Skills

SQL
The Company
Long Beach, California
874 Employees
On-site Workplace
Year Founded: 2016

What We Do

Boldr builds specialized global teams through ethical outsourcing.

We believe that talent is equally distributed, but opportunity is not. We are on a mission to change that by creating opportunities for global talent. As a B-Corp certified outsourcing company, we are dedicated to delivering high quality, seamless customer experiences for our values-aligned clients, whilst empowering local team members to develop and grow. Our footprint extends to the Philippines, Mexico, South Africa, and Canada.

With a proven commitment to local communities, Boldr is serious about impact, proving that our dynamic approach to outsourcing is not just good for the communities we serve in, but also good for business.

To find out more about our impact initiatives, click here: https://www.boldrimpact.com/impact/

Want to build a global team? Reach out to us: https://www.boldrimpact.com/build-a-team-with-boldr/

Ready to kick off your career? Apply here: https://apply.workable.com/boldr-1/

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