Technical Support Specialist

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 worldwide.
• We are a global team, united by our desire to connect diverse people with shared 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

The Technical Support Specialist  provides advanced high-level technical to developers building on an open-weight AI model platform serving as the ultimate escalation point for complex technical issues.  This role owns the full range of inbound queries, from billing and account issues to API errors, and resolves them with  accuracy, ownership, and a strong customer focus. You will apply working knowledge of SQL, APIs, SDKs, developer tools, and web applications to diagnose issues, use sound judgment where no defined process exists, and help build the support function as the product evolves.

WHY DO WE WANT YOU

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.

WHAT WILL YOU DO

• Provide technical support  to developers via live chat and email in Intercom, owning the full range of queries from billing, payments, credits, and token limits to API errors
• Debug, optimize, and troubleshoot complex  API, SDK, and developer toolkit issues, system behaviors, and web-application architectures. 
• Clearly communicate resolution timelines, status updates, and next steps to customers with direct leaders and client stakeholders 
• Use sound judgment to resolve issues where no defined process exists, adapting as the product changes
• Build, maintain and structure technical knowledge bases and SOPs to support the client  and contribute to the foundations of the support function, including workflows, documentation, and knowledge-sharing initiatives
• Identify recurring issues and documentation gaps, and recommend process or system improvements
• Collaborate with internal engineering and product teams  by reproducing issues and escalating confirmed product bugs with clear, concise documentation