Support Engineer Manager
Boldr, Mexico
Job Description
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
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 SQL and the product. You will have a passion for data, and understanding the application, thus enabling you to swiftly and easily articulate solutions to our customers, and cross-functional teams in a clear and concise manner, 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 which hinder the customer from performing mission-critical work, by means of trends or clear/unclear emails/calls.
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 their customer base. You have support experience, a love of problem-solving, and are driven to help reduce fresh food waste in the grocery industry!
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, Boldr engineering, and product teams.
- 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
- Able to complete regularly scheduled reports
- Able to motivate the team to meet the daily targets
- Committed to excellent client service
- Willing to work on different shifts
- Very keen on details
- Upbeat and Energetic
YOU HAVE
- 1+ years of experience as a Support Engineer. data analyst, application specialist, or similar role.
- 2+ years of experience working with databases and SQL, both writing and understanding queries, and familiarity with data stores and databases. This role is SQL heavy.
- 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.
- Have clear communication skills, by being able to articulate and collect data points (written and spoken)
- 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.
- A quick, decisive, and kind demeanor under pressure.
- clear, concise, empathetic writing skills and exceptional communication skills with the ability to internalize customers' feedback and effectively advocate for their needs.</