Technical Support Specialist (T3)

Full Job Description

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.

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

The Tech Support Specialist provides advanced high-level technical and implementation support to post-sale customers, serving as the ultimate escalation point for complex technical issues. This role partners closely with Project Managers and cross-functional teams to ensure timely, high-quality implementations while resolving inbound technical issues with accuracy, ownership, and a strong customer focus. You will apply working knowledge of SQL, data systems, and web applications to diagnose issues, support integrations, and continuously improve support processes.

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

• Execute customer implementations in partnership with Project Managers, ensuring timelines, requirements, and quality standards are met.
• Provide first- and second-level technical support for post-sale customers via inbound channels
• Debug, optimize, and troubleshoot complex data flows, advanced SQL queries, system behaviors, and web-application architectures.
• Clearly communicate resolution timelines, status updates, and next steps to customers with direct leaders and client stakeholders
• Investigate and resolve implementation-related support requests
• Build, maintain and structure technical knowledge bases and SOPs to support the client and also to empower T1/T2 teams to resolve issues
• Identify recurring issues and recommend process or system improvements
• Collaborate with internal technical and product teams to resolve escalated issues
• Support testing, validation, and post-implementation stabilization
• Maintain high standards of client satisfaction, accuracy, and responsiveness
• Act as the highest escalation point for complex technical and implementation issues, taking ownership in operations when t1/t2 or project managers required deep technical intervention
• Annual cybersecurity refreshers
• Complete assigned learning courses aligned with Team Captain criteria within the first 90 days and ongoing as part of professional development

Requirements

WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

• A clear, professional, and customer-focused communicator
• Friendly, confident, and approachable with clients and teammates
• Detail-oriented with strong problem-solving skills
• Able to manage multiple priorities in a fast-paced environment
• Curious about technology and driven to continuously learn
• Proactive in identifying issues and suggesting improvements
• Structured in your thinking, able to balance short-term fixes with long-term improvements

YOU HAVE…

• Practical working knowledge of SQL or strong experience working with technical systems (writing complex queries, optimization and data troubleshooting)
• Experience supporting software, data platforms, or web-based applications
• Proven experience working with ticket tracking systems like Jira, Zendesk
• Maintain an open and flexible schedule.
• Ability to manage competing priorities and meet deadlines consistently
• Strong understanding of how web applications function and how data flows between systems
• Experience working in a client-facing technical support or implementation role (preferred)
• Comfort working with tools such as Google Sheets or similar data analysis tools
• Strong written and verbal communication skills

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