Technical Support Specialist at Boldr

Mexico

<p></p>A LITTLE BIT ABOUT Boldr<ul><li>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.</li><li>We are a global team, united by our desire to connect diverse people with common values for Boldr Impact. </li></ul><p></p>LET’S START WITH OUR VALUES<ul><li>Meaningful connections start with AUTHENTICITY</li><li>We do our best work by being CURIOUS</li><li>We grow by remaining DYNAMIC</li><li>Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE </li><li>At the heart of great partnerships we’ll always find EMPATHY</li></ul><p></p>WHAT IS YOUR ROLE<p>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.</p><p></p>WHY DO WE WANT YOU<p>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.</p><p></p>WHAT WILL YOU DO<ul><li>Execute customer implementations in partnership with Project Managers, ensuring timelines, requirements, and quality standards are met.</li><li>Provide first- and second-level technical support for post-sale customers via inbound channels</li><li>Debug, optimize, and troubleshoot complex data flows, advanced SQL queries, system behaviors, and web-application architectures. </li><li>Clearly communicate resolution timelines, status updates, and next steps to customers with direct leaders and client stakeholders </li><li>Investigate and resolve implementation-related support requests</li><li>Build, maintain and structure technical knowledge bases and SOPs to support the client and also to empower T1/T2 teams to resolve issues</li><li>Identify recurring issues and recommend process or system improvements</li><li>Collaborate with internal technical and product teams to resolve escalated issues</li><li>Support testing, validation, and post-implementation stabilization</li><li>Maintain high standards of client satisfaction, accuracy, and responsiveness</li><li>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</li><li>Annual cybersecurity refreshers</li><li>Complete assigned learning courses aligned with Team Captain criteria within the first 90 days and ongoing as part of professional development</li></ul> <p></p>WHAT WE’LL LIKE ABOUT YOU<p></p> YOU ARE…<ul><li>A clear, professional, and customer-focused communicator</li><li>Friendly, confident, and approachable with clients and teammates</li><li>Detail-oriented with strong problem-solving skills</li><li>Able to manage multiple priorities in a fast-paced environment</li><li>Curious about technology and driven to continuously learn</li><li>Proactive in identifying issues and suggesting improvements</li><li>Structured in your thinking, able to balance short-term fixes with long-term improvements</li></ul><p></p>YOU HAVE…<ul><li>Practical working knowledge of SQL or strong experience working with technical systems (writing complex queries, optimization and data troubleshooting)</li><li>Experience supporting software, data platforms, or web-based applications </li><li>Proven experience working with ticket tracking systems like Jira, Zendesk</li><li>Maintain an open and flexible schedule.</li><li>Ability to manage competing priorities and meet deadlines consistently</li><li>Strong understanding of how web applications function and how data flows between systems</li><li>Experience working in a client-facing technical support or implementation role (preferred)</li><li>Comfort working with tools such as Google Sheets or similar data analysis tools</li><li>Strong written and verbal communication skills</li></ul>