Lead IT Engineer

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

As a Tier 3 Technical Support Lead, you will lead a team providing Tier 3 support to an enterprise SaaS collaboration platform focusing on faculty-first technology. You’ll work closely with Engineering and Support teams to understand, investigate, diagnose, and solve any complex issues on the platform. This includes identifying and pushing fixes into production.

You will be tasked with designing and implementing solutions to optimize the quality of our client’s existing processes and systems. You will also be working closely with different client stakeholders to ensure continuous improvement across their various products and services. You will also act as a player/coach for a team of CX Tier 3 Engineers.

As part of this pioneer team, you will help build out a support team from scratch by acting as a consultant concerning CX and Engineering best practices and approaches. You will be instrumental in cultivating potential growth opportunities for the team members within the T3 Support organization and other organizations (ie: Quality Assurance and T1 Support).

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

Tier 3 Technical Support

• Familiarize oneself with the Client’s products, services, and offerings
• Understand the Client’s code base, logs, and servers
• Understand, investigate, diagnose, and solve any complex issues directly escalated by the customers
• Identify, record, document, reproduce, report, and track bugs
• Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers

Performance Quality Management

• Monitor and assess team members’ performance, and provide timely feedback through regular coaching as well as through Weekly and Monthly performance reviews
• Effectively and strategically prioritize a variety of tasks based on the team’s capacity, complexity of the issue, and urgency of the client’s needs.
• Ensure that team members are properly trained and working consistently to meet client needs
• Ensure that the team meets company and client-specific KPI targets

People Management

• Act as the lead for the engineers in the Philippines and potentially in the US
• Monitor attendance and punctuality and other people issues of all team members and consistently escalate them to the HR department for proper disciplinary action as needed
• Identify growth and development opportunities for team members

Client Management

• Be familiar with the client’s key contacts, unique requirements, and operating processes
• Demonstrate mastery of the company and Client’s offerings (i.e. its products and services)
• Understand the Client’s code base, logs, and servers
• Provide weekly, monthly, and quarterly reports on team performance against agreed-upon KPIs

Requirements

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

YOU HAVE…

• Bachelor’s degree or trained with a degree in Computer Science, Information Technology, Software Engineering, or a similar 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.
• Familiarity with HTML, Angular, and JIRA is a plus.
• A proven record of strong organizational, prioritization, and project management skills with extreme attention to detail.
• Excellent analytical and problem-solving skills.

Benefits

• Law Benefits
• Private Health Insurance
• Paid Time Off
• Training
• Life insurance
• Mental Health Support
• Learning and Development Programs