Senior Technical Support Advocate

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

This position has primary responsibility for providing hands-on technical troubleshooting, feature explanation, and best-practice guidance for our client's SaaS platform, supporting end users of a mobile application as well as property-management and internal stakeholders.

This is a written-channel role (email and other written support channels, no phone support), managing a high-volume ticket queue. A successful Technical Support Advocate triages each ticket to determine whether it is a known, resolvable user issue or a genuine product bug requiring escalation to engineering, and maintains composure, professionalism, and the highest level of client satisfaction in a fast-paced environment.
WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate about 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 technical support to customers via email and other written channels (no phone support)

- Respond to customer inquiries and alerts in a timely and professional manner in accordance with agreed SLAs, managing a high-volume ticket queue

- Triage each ticket to determine whether it is a known, resolvable user issue or a genuine product bug

- Escalate confirmed product bugs to the engineering team, with clear and complete documentation

- Use AI-assisted support tools to help draft and speed up responses

- Keep up to date with ever-changing technologies, including adapting quickly to process changes

- Participate in training sessions to enhance technical skills and knowledge

- Take part in knowledge-sharing sessions with the team and assist in training new team members

- Gain a deep understanding of the client's product and mobile app to provide informed, accurate support

- Collaborate with cross-functional teams, mainly to clarify expected product behavior versus a reportable bug

- Take on additional tasks or responsibilities when required to meet team objectives

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

- Comfortable working independently, with limited day-to-day supervision

- Proactive, taking ownership without being asked

YOU HAVE…

- 3+ years of technical support experience, ideally within a SaaS environment, at a solid mid-level (not entry-level, not senior/lead)

- Primarily supported customers via email and other written channels

- Strong written communication skills and the ability to properly understand and convey tone in writing, as this is a written-only role

- General knowledge of how web-based and mobile applications work

- General knowledge and experience with SaaS products

- Experience using ticket-tracking tools such as Zendesk and Jira

- Ability to triage issues and exercise judgment on when to resolve directly versus escalate to engineering

- Proven ability to ramp quickly into a new, technical product, contributing within a f