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Customer Support Engineer Lead

hace 4 semanas

Tijuana, México Boldr A tiempo completo

A LITTLE BIT ABOUT Boldr
- Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
- We are a global team, united by our desire to connect diverse people with common values for boldr impact.
- We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES
- Meaningful connections start with AUTHENTICITY
- We do our best work by being CURIOUS
- We grow by remaining DYNAMIC
- Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
- At the heart of great partnerships we’ll always find EMPATHY

WHAT IS YOUR ROLE

As a Customer Support Engineer Lead, you will ensure our Customers are happy and successful by providing and leading a best-in-class support experience. You will be the leader of a Level 1 Customer Support Engineering team, responsible for resolving escalated customer inquiries and incidents for the SaaS platform. Customer Support Engineers communicate directly with customers to help resolve their requests, triage, troubleshoot and resolve platform incidents, and participate in an On-Call Rotation to ensure 24/7 support coverage. You will collaborate with Professional Services, Customer Success, Product, and Engineering to ensure timely and high-quality resolution of customer requests and incidents. Your impact will be felt throughout the company, and visible both internally and externally. As a critical team in a growing startup, you will also help the team continuously improve tools and processes to support our growing customer base.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.

WHAT WILL YOU DO
- Provide guidance and leadership to the customer support engineering team, ensuring efficient operations and a high level of customer satisfaction.
- Train, mentor, and coach team members to enhance their technical and customer service skills.
- Drive high customer satisfaction by understanding, troubleshooting and resolving customer requests and incidents
- Monitor, triage and resolve technical incidents and escalations that arise in the omnichannel support queue, meeting required SLAs
- Collaborate with L2 and the other teams to keep the TSGs up to date.
- Provide how-to’s, best practices, and consultative suggestions to support customers in enabling value-add use cases
- Participate in on call rotation, ensuring 24/7 coverage for escalated incidents
- Balance multiple tasks with varying priorities and urgencies
- Monitor and ensure the health of the SaaS platform
- Collaborate with Product, Engineering, Customer Success, Professional Services, and Level 1 Support to ensure quick resolution to customer challenges
- Develop an understanding of the CXHub, including how the CXHub drives value for customers, and how it fits in the customer CX/martech stacks

WHAT WE’LL LIKE ABOUT YOU

YOU ARE
- Curious and authentic, just like us #beboldr
- An analytical and critical thinker, with an eye for even the most minute of details
- Passionate about client satisfaction

**Requirements**:
YOU HAVE
- Bachelor's degree or higher in Computer Science or related field
- 2-3 years of experience leading a support engineering team
- +3 years experience in customer support engineering
- 2-3 years of experience in SQL, python or similar programming languages, command line operations in a Linux environment
- 2-3 years of experience and exposure to APIs (REST, SOAP)
- Enthusiasm for working with customers through various channels to help drive customer satisfaction
- Strong problem-solving and analytical skills
- Clear communication and great collaboration skills
- Strong knowledge of algorithms, data structures, design patterns, networking and operating systems.
- Knowledge of the Software Development Life Cycle
- Understanding of Monitoring & Alerting tools (Datadog, Pagerduty, Alert Manager, etc)