Support Engineer Manager at Boldr

Description

WHAT IS YOUR ROLE

As a Support Engineer Manager, your job will require a close collaboration with software engineers, so we expect you to collect information on problems, solve bugs, and write code. You’ll also train your peers and any new team members on Enterprise products.

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

• Collaborate with the Enterprise team to analyze incidents and provide a prompt solution to customers

• Uphold and improve our second response time

• Escalate all critical cases to appropriate Enterprise engineers for quick resolution

• Become a technical expert in Enterprise products and related APIs

• Teach Enterprise product best practices to customers

• Contribute to the knowledge base for Enterprise products and services

• Monitor and improve engineering support metrics

• Support the Enterprise engineering team as needed

Requirements

• Experience working with Golang, C++ and Node.js

• 3-5 years experience providing engineering support for a SaaS company

• Demonstrated empathy for customers while addressing their concerns

• Excellent verbal and written communication skills

• Experience in supporting complex web applications running on Amazon Web Services or other comparable cloud platforms

• Experience working with Kafka or similar distributed event processing systems

• Experience working with PHP applications

• Demonstrated ability to work in a diverse and equitable environment

• A desire to make meaningful contributions to knowledge equity, free culture, and open access

ADDITIONALLY, WE’D LOVE IT IF YOU HAVE…

• Experience with service-based and streaming architectures

Benefits

Salary + Benefits