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Boldr
Boldr
501 – 1,000 Employees
ConsultingLogisticsMarketing
Boldr is a global managed outsourcing and employment services company that helps businesses build and operate distributed teams. As a certified B Corporation, it focuses on ethical outsourcing and develops customer experience, engineering, data, and technical teams as extensions of its clients’ brands. Boldr primarily supports companies in eCommerce and SaaS, providing global recruiting, onboarding, and performance management for more than 100 client partners. Its approach connects operational support with social sustainability, aiming to create lasting value for clients, team members, and the communities where it operates.
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Senior Technical Support Advocate (Remote, Philippines)

Provide senior-level technical support for Boldr’s client-experience services in a remote Philippines-based role. Troubleshoot complex customer issues through email, chat, and phone while supporting customer education and team development.

PHPhilippinesRemoteFull-timeSeniorEnglish RequiredSupport Engineer
SQL

Description

  • Deliver technical assistance to customers by phone, email, and chat, with email as the primary channel.
  • Handle customer questions and alerts within established service-level agreements.
  • Investigate and resolve technical problems accurately and efficiently.
  • Refer complex cases to the appropriate higher-level support team.
  • Stay informed about evolving technologies and adjust to updated processes.
  • Attend training sessions to strengthen technical capabilities and product knowledge.
  • Document and share expertise while helping onboard new team members.
  • Build comprehensive knowledge of client products and services.
  • Respond quickly to service requests to support customer satisfaction.
  • Assist colleagues and provide team support when needed.
  • Assume additional duties that help achieve team goals.
  • Carry out team initiatives and contribute to collaborative projects.
  • Recognize ways to add value as the team expands.
  • Collect customer feedback and share insights that improve education and overall experience.

Requirements

  • At least three years of technical support experience, primarily assisting customers through email and chat.
  • Working knowledge of web-based and mobile application functionality.
  • Demonstrated experience using technical internet tools such as Chrome DevTools and REST APIs.
  • General understanding of SaaS products and their operation.
  • Availability during US business hours, with flexibility for operational requirements.
  • Strong analytical and critical-thinking abilities with close attention to detail.
  • Clear commitment to client satisfaction and customer experience.
  • Comfort working in a fast-changing environment.
  • Ability to manage high volumes of customer interactions using performance metrics.
  • Strong conflict-management skills and composure in difficult situations.
  • Ability to communicate tone effectively in writing and explain complex technical solutions clearly.
  • Resourceful and creative approach to problem solving.
  • Ability to make evidence-based decisions in ambiguous circumstances.
  • Self-directed, proactive working style with limited supervision.
  • Professional fluency in written and spoken English.
  • Ability to contribute to team initiatives and collaborative projects.
  • Ability to work remotely within a team with limited direction.
  • General knowledge of SQL and databases.
  • Working familiarity with Datadog or comparable log-monitoring tools.

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