About the Role
Boldr is seeking a highly motivated Support Engineer T3 to join our growing team. In this role, you will provide top-tier technical support to our customers, resolving complex issues efficiently and ensuring a seamless user experience. Your expertise in TypeScript and NodeJS will be instrumental in troubleshooting, debugging, and collaborating with cross-functional teams to improve our products.
As a Support Engineer, you will act as a problem-solver, identifying trends, escalating critical issues, and continuously improving internal processes. If you are passionate about customer support, data-driven problem-solving, and thrive in a fast-paced environment, we want to hear from you!
Key Responsibilities
- Provide clear, concise, and empathetic communication to resolve customer tickets.
- Identify, debug, and escalate complex issues to higher-level support engineers and product teams.
- Analyze and monitor customer alerts, mitigating potential service disruptions.
- Investigate and resolve technical problems related to data integrity, data feeds, and machine learning.
- Actively participate in high-priority incidents, ensuring quick and effective resolutions to meet Service Level Agreements (SLAs).
- Track recurring technical issues, propose solutions, and advocate for process improvements.
- Build and refine internal support processes, including dashboards and troubleshooting protocols.
- Collaborate with different teams to enhance product quality and customer experience.
- Provide training and mentorship to new support engineers as the team expands.
Requirements
Technical Skills:
- Strong expertise in TypeScript and NodeJS (Ruby on Rails experience is a plus).
- Solid understanding of databases and data structures.
- Experience in debugging and troubleshooting technical issues.
- Familiarity with retail, supply chain, or grocery industry (preferred but not required).
Salary Range: $90,000 – $124,000 per year
Qualifications & Soft Skills:
- Bachelor’s degree in IT, Computer Science, or a related field (Required).
- Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
- Strong analytical and problem-solving skills, with a keen eye for identifying trends.
- Ability to work in a fast-paced environment, handling high-urgency incidents with a calm and solution-focused approach.
- Self-motivated, well-organized, and able to operate independently.
Benefits
- Health Maintenance Organization (HMO) Coverage
- Paid Time Off (PTO)
- Work From Home (WFH) Setup
- Training & Development Programs
- Mental Health Support Program
- Social Security System (SSS) & PhilHealth Coverage
- Pag-IBIG Fund Membership
