🪄 Skills: Node.jsSQLRuby on RailsTypeScriptData StructuresRESTful APIsTroubleshootingData analyticsDebugging
Requirements:
Strong technical skills in TypeScript, NodeJS and/or Ruby on Rails.
BSc IT/Computer Science or similar.
Strong understanding of how to write and articulate complex solutions.
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.
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.