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