Technical Support Specialist T3

• 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.

• 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
• Maintain high standards of client satisfaction, accuracy, and responsiveness
• Act as the highest escalation point for complex technical issues, owning every query the AI support agent does not resolve, except confirmed product bugs
• Hand over open conversations cleanly at the end of each shift
• Annual cybersecurity refreshers
• Complete assigned learning courses aligned with Team Captain criteria within the first 90 days and ongoing as part of professional development 

YOU ARE...

• A clear, professional, and customer-focused communicator
• Friendly, confident, and approachable with clients and teammates
• Detail-oriented with strong problem-solving skills
• Able to manage multiple priorities in a fast-paced environment
• Curious about technology and driven to continuously learn
• Proactive in identifying issues and suggesting improvements
• Structured in your thinking, able to balance short-term fixes with long-term improvements
• Able to thrive in ambiguous situations, using sound judgment with limited day-to-day supervision
• You are able to adapt to schedule changes (Primary schedule follows US business hour, but schedule may change depending on operational needs)

YOU HAVE…

• At least 3 years of working experience in Technical Support is required, including supporting developers or technical users at a developer-tool, API, or AI-native company
• Practical working knowledge of SQL to look up usage, billing, and credit data when troubleshooting
• Working knowledge of REST APIs, API keys, authentication, and rate limits, with comfort reading API docs, error messages, and code samples
• Experience supporting software, data platforms, or web-based applications 
• Proven experience working with ticket tracking systems like Jira, Zendesk
• Maintain an open and flexible schedule.
• Ability to manage competing priorities and meet deadlines consistently
• Strong understanding of how web applications function and how data flows between systems
• Experience working in a client-facing technical support role (preferred)
• Comfort working with tools such as Google Sheets or similar data analysis tools
• Strong written and verbal communication skills
• Experience with usage-based billing or credit systems (preferred)
• Hands-on use of large language model APIs (preferred)
• Experience contributing to process improvements, documentation, or support team foundations.
• Experience  at an early-stage company or on a new support team (preferred)
• Available to work US business hours, with flexibility based on operational needs

Salary range: CAD 4715.00-5250.00