Support Engineer at Boldr

Boldr is a global B-Corp focused on delivering exceptional client experiences while fostering meaningful, dignified work opportunities across the globe. With a team of over 1,000 members across five countries, we are on an ambitious path to grow our workforce to 5,000 people by 2027. We are currently seeking an on-site Support Engineer in the Philippines to join our mission-driven team, where you will use your technical expertise to solve complex customer challenges and help us scale our support operations.

Responsibilities

• Provide empathetic, clear, and concise communication to resolve customer tickets while identifying and escalating high-priority bugs to our engineering and product teams.
• Conduct deep-dive investigations to identify root causes for technical issues, ensuring our customers can continue their mission-critical work without interruption.
• Monitor system alerts and proactively mitigate issues that impact the customer experience.
• Manage high-urgency incidents by pushing for timely resolutions that meet our service level agreements.
• Perform continuous quality assurance on support tickets to maintain high standards of resolution effectiveness.
• Analyze complex data integrity and machine learning issues to improve product performance and support our mission to reduce food waste.
• Develop and refine internal debugging protocols, including creating dashboards and repeatable SQL queries to increase team efficiency.
• Serve as the voice of the customer by gathering feedback and collaborating with cross-functional teams to drive product improvements.

Must-haves

• At least 2 years of professional experience in a Support Engineer, data analyst, or application specialist role.
• Strong technical proficiency with SQL, including the ability to write and understand complex queries, as well as experience with data stores and database structures.
• A Bachelor’s degree in IT, Computer Science, or a related field.
• Exceptional communication skills with the ability to explain complex technical solutions to non-technical stakeholders.
• Proven ability to remain decisive, calm, and kind when handling high-pressure, urgent incidents.
• Strong analytical and strategic problem-solving skills with a high level of attention to detail.
• Fluency in English.
• A curious, dynamic, and authentic mindset that aligns with our core values.
• Willingness to work on varying shifts.

Nice-to-haves

• Prior experience working within the retail, supply chain, or grocery industries.

Benefits

• HMO coverage starting on your first day.
• 13th-month pay.
• Paid incentive leaves.
• Personal time-offs and sick leave.
• Government-mandated benefits including SSS, Pag-ibig, and Philhealth.