Support Engineer - Ruby and Node.js

February 18

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Boldr

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Boldr is a global company that specializes in managed outsourcing and global employment services. The company prides itself on being a certified B Corporation, focusing on ethical outsourcing by building teams that are an extension of the client's brand. Boldr provides a wide array of services including customer experience support, engineering, data, and technical services, primarily targeting industries such as eCommerce and SaaS. It is committed to creating circular value for its clients, careers of its team members, and the communities it operates in, aligning with principles of social sustainability and impact. With a strong emphasis on creating a sense of purpose and belonging, Boldr offers expertise in global recruiting, onboarding, and performance management, supporting over 100 client partners globally.

501 - 1000 employees

🤝 B2B

☁️ SaaS

📋 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

•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. •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