Senior Technical Support Advocate

Stack

Responsibilities

• ▹Provide technical support via email and other written channels (no phone support)
• ▹Respond to inquiries and alerts per SLA, managing a high-volume ticket queue
• ▹Triage tickets: known resolvable user issue vs. genuine product bug
• ▹Escalate confirmed bugs to engineering with clear documentation
• ▹Use AI-assisted tools to draft and speed up responses
• ▹Keep up with evolving technologies and process changes
• ▹Participate in training and knowledge-sharing, help train new team members
• ▹Gain deep understanding of the client's product and mobile app
• ▹Collaborate cross-functionally to clarify expected behavior vs. reportable bugs

Requirements

• ▹3+ years of technical support experience, ideally SaaS, solid mid-level
• ▹Primarily supported customers via email/written channels
• ▹Strong written communication and tone conveyance
• ▹General knowledge of web and mobile applications
• ▹General SaaS product knowledge and experience
• ▹Experience with ticket-tracking tools (Zendesk, Jira)
• ▹Ability to triage and judge when to resolve vs. escalate
• ▹Proven ability to ramp quickly into a new technical product
• ▹Metrics-driven, high-volume customer interaction handling
• ▹Creative problem-solving and judgment in ambiguous situations
• ▹Proactive, works well with limited supervision
• ▹Empathy

Nice to have

• ▹Comfort adopting AI-assisted workflows daily
• ▹Proven remote work experience with little direction

Soft skills

About the company

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, employing just over a thousand team members across five countries, aiming to reach 5,000+ by 2027.