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Support Engineer T3 (Ruby on Rails)
Posted about 1 month agoViewed
💎 Seniority level: Junior, 2+ years
📍 Location: Philippines
🏢 Company: Boldr👥 501-1000
🗣️ Languages: English
⏳ Experience: 2+ years
Requirements:
- 2+ years of experience as a Support Engineer, data analyst, application specialist, or similar role.
- 2+ years of experience working with complex databases and SQL, both writing and understanding queries, and familiarity with data stores and databases.
- BSc IT/Computer Science or similar.
- 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.
Responsibilities:
- 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.
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