Lead Technical Support Specialist
hace 1 mes
About Boldr
Boldr is a global B-Corp dedicated to delivering exceptional client experiences while creating access to meaningful work in communities worldwide. Our team is united by a shared desire to connect diverse individuals with common values and drive boldr impact.
Our Values
We prioritize authenticity, curiosity, dynamism, ambitious vision, and operational excellence in our work. These values guide our partnerships and decision-making processes.
Job Summary
We are seeking a skilled Technical Support Team Lead to join our pioneer team. As a Tier 3 Support Engineer Lead, you will lead a team providing technical support for an enterprise SaaS collaboration platform. Your responsibilities will include designing and implementing solutions to optimize client processes and systems, working closely with engineering and support teams, and providing exceptional client service.
Key Responsibilities
- Familiarize yourself with the client's products, services, and offerings.
- Understand the client's code base, logs, and servers.
- Investigate, diagnose, and solve complex issues escalated by customers.
- Identify, record, document, reproduce, report, and track bugs.
- Maintain clear, concise, and positive communication for all cases in a timely and efficient manner.
Requirements
- Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related field.
- At least 1 year of experience in team management.
- At least 2-3 years of experience in PHP, Rails, and JavaScript.
- Advanced programming and development skills, including databases and automation systems.
- At least 1-2 years of experience providing technical support and/or customer service experience.
What We Offer
- Law benefits.
- Private health insurance.
- Paid time off.
- Training and development opportunities.
- Life insurance.
- Mental health support.
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