Technical Support Specialist T3 (Web App & SaaS)

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

As a Technical Support Specialist,Design Support Specialist, you will focus on design-related conversations reassigned from the Tier 1 Support team. You will assist customers with feature discovery, creative problem-solving, and thoughtful guidance to help them succeed within the product’s layout and design constraints.

In this position, you will handle complex use cases, provide advanced troubleshooting, and collaborate with internal teams to improve the customer experience and product adoption.

WHY DO WE WANT YOU

We are looking for impact-driven individuals 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 YOU’LL DO

Customer Support & Technical Guidance

• Handle complex customer inquiries via chat and email, focusing on advanced use cases like design optimization, formatting challenges, export requirements, and “how do I achieve X?” scenarios
• Diagnose and resolve issues by:
• Testing functionality within the product to replicate customer experiences
• Gathering diagnostic information (screenshots, document links, duplicates as appropriate)
• Utilizing session recordings and technical data when available
• Leveraging internal tools to understand user and workspace context
• Articulate product capabilities and limitations clearly, offering creative alternatives when direct solutions are not available
• Categorize issues appropriately as user education opportunities, feature enhancement requests, or technical bugs, escalating through proper channels
• Document findings and create detailed escalation materials for product and engineering teams when necessary
• Ensure proper and timely escalation of issues to meet internal and external expectations

Operational Excellence

• Maintain rapid chat response times while prioritizing comprehensive problem resolution
• Collaborate effectively with the rest of the support team and internal technical support for seamless case transitions
• Contribute to knowledge management by identifying documentation gaps, recommending internal knowledge base content, and surfacing patterns for AI training optimization
• Identify opportunities and recommendations for continuous process improvement

Requirements:
WHAT WE’LL LIKE ABOUT YOU

YOU ARE...

• Curious and authentic, just like us! #beboldr
• An analytical and creative problem-solver
• Passionate about customer success and product adoption
• Proactive and self-motivated
• Comfortable experimenting inside the product to find solutions
• Strong at explaining workarounds and complex concepts clearly
• Amenable to working rotating shifts for 24/7 coverage

YOU HAVE…

• At least a bachelor’s degree in any field you’re passionate about
• Customer support experience in SaaS environments, particularly in CX, onboarding, training, or enablement roles
• Excellent English communication skills
• Strong experimental mindset and creative approach to problem-solving
• Hands-on experience with AI tools and technologies
• Comfort with exploratory product testing and iterative troubleshooting
• Ability to translate complex technical concepts into accessible explanations
• Sound judgment regarding escalation decisions and independent problem-solving
• Experience with ticketing or chat-based support systems

Preferred Qualifications

• Direct experience with creative, design, or content creation platforms
• Background supporting products with significant creation or editing components
• Proficiency with support platforms and workflows
• Experience documenting technical issues with clear reproduction steps
• Basic analytics and data investigation capabilities
• Interest in advancing AI-powered support capabilities while maintaining human expertise