Support Engineer

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November 5

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Boldr

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B2B • Outsourcing • SaaS

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

• Provide Level 1 application support for internal users by diagnosing and resolving errors related to internal tools. • Triage and troubleshoot reported issues, escalating complex or unresolved issues to the engineering team as needed. • Investigate and resolve issues by: • Scraping and reviewing log files • Querying databases (read-only) to verify data accuracy or identify issues • Checking console logs, network requests, or other infra-level diagnostics • Find trends, bugs, and deep dive for root causes, by championing resolutions for internal users’ operational needs. • Maintain and update internal knowledge base and troubleshooting playbooks, documenting fixes and standard operating procedures for recurring issues. • Collaborate cross-functionally with engineers and the development team to communicate issues, validate fixes, and identify opportunities for process improvement. • Track, document, and report test results and defect findings in tools such as Jira or similar platforms. • Assist in identifying opportunities for automation, improved processes, and reduced error frequency. • Help to build and improve upon debugging, triaging, and escalation protocol, including creating dashboards and repeatable queries intended to make common SQL analyses more efficient. • Be actively involved in high-priority internal incidents, coordinating with engineering for resolution. • Identify and suggest improvements to internal tools, processes, and documentation to enhance user experience and efficiency. • Grow with the organization and team's needs, potentially specializing in specific internal systems or QA functions, , 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 • Highly proactive and resourceful in troubleshooting issues and validating fixes • Passionate about client satisfaction. • BSc IT/Computer Science or similar • 2+ years of experience as a Support Engineer, IT support, infrastructure, or QA (non-coding but technical troubleshooting). • 2+ years of experience working in SQL, log analysis, and basic debugging environments. • Excellent written and verbal English communication skills • 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. • 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. • Highly trainable, able to learn internal tools and workflows quickly • Familiarity with QA testing processes, tools (e.g., Jira, Testrail), and defect management • Strong collaboration skills to work with internal stakeholders. • Strong understanding of data, and database structures. • Detail-oriented, analytical, and proactive in diagnosing problems. • Able to work U.S. East Coast hours.