Description:

We are looking for a Support Engineer to provide unparalleled support and guidance to customers.
You will resolve complex customer inquiries quickly and effectively, using your knowledge of the product to investigate and troubleshoot issues.
A passion for data and understanding the product is essential to articulate solutions clearly and concisely to customers and cross-functional teams.
You will identify, own, and escalate bugs that hinder customers from performing mission-critical work.
The role involves building and improving processes, developing internal dashboards, and defining processes for in-depth investigations.
You will resolve tickets with clear, concise, empathetic communication and help identify, debug, and escalate higher priority issues.
Monitoring alerts and mitigating customer-facing issues will be part of your responsibilities.
You will be actively involved in high-urgency incidents, advocating for resolutions to meet customers’ SLAs.
The role requires investigating complex customer problems involving data integrity and machine learning to enhance customer experience and product quality.
You will deeply understand Boldr's customers' needs and serve as their voice back to Boldr.
There is potential for growth within the organization, including specialization in specific Partner needs and training future teammates.

Requirements:

You must have strong technical skills in TypeScript, NodeJS, and/or Ruby on Rails.
A BSc in IT, Computer Science, or a similar field is required.
You should have a strong understanding of how to write and articulate complex solutions to non-technical individuals.
Experience handling high-urgency, high-priority incidents with a quick, decisive, and kind demeanor under pressure is necessary.
Strong strategic and analytical skills with exceptional execution and problem-solving capabilities are required.
You must have acute attention to detail and resourcefulness, with a knack for connecting the dots.
An uncanny ability to identify patterns and trends in tickets is essential.
A strong understanding of data and database structures is required.
You should be organized, self-motivated, and comfortable operating within ambiguity.
Experience in retail, supply chain, or grocery is strongly preferred but not required.