81 applicants

Company

Afresh · 10 hours ago

Tier 2 Support Engineer

San Francisco, Austin, Remote

Full-time

Remote

Entry, Mid Level

2+ years exp

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AgricultureArtificial Intelligence (AI)

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Responsibilities

Be the primary escalation point for our Tier 1 Support team on guidance for tricky issues.

Triage technical issues, resolve problems independently and escalate to appropriate team.

Take full ownership of customer issues, including troubleshooting, root cause analysis, clear communication, and in many cases resolution.

Resolve tickets via email and (occasionally) on the phone with clear, concise, empathetic communication, helping to identify, debug, and escalate higher priority issues to our engineering and product teams.

Investigate tricky customer problems involving app bugs, data integrity, data feeds, and machine learning, to improve both the customer experience and the product, driving our mission to reduce food waste.

Respond positively when under pressure, multi-task and to deal with conflict / crisis ( i.e. realize something is important or will quickly become and incident).

Participate in on-call rotation, handling urgent incidents as they arise, including those that require fast escalation or heightened attention.

Define and improve workflows, practices, and standards to ensure that Afresh Support Engineers can deliver fast, reliable, and accurate customer support globally.

Identify trends in requests, and highlight opportunities to improve documentation and our product.

Help to build and improve upon our debugging, triaging, and escalation protocol, including creating dashboards and repeatable queries intended to make common SQL analyses more efficient.

Deeply understand Afresh's customers' needs, how our different Partners' needs differ, delighting our customers and serving as the voice of the customer back to Afresh. This includes being the Lead on a set of customer(s) as a representative of the Support org.

Research, define, and roll out or build tools to improve the speed and quality of support.

Complete projects focused on excellence in the operations of a global Support Engineering organization.

Work closely with Senior Management to help Support Engineers deliver on their components of overall company goals and objectives.

Grow with the organization and our needs as a team, potentially specializing in specific Partner needs, our engineering pod structure, and/or helping to build out the team by training future teammates.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical customer supportSQLGitCustomer centricityPythonRetail experienceScripting experienceDegree in Computer ScienceStartup experience

Required

2+ years of experience in technical customer support

Strong SQL experience, both writing and understanding queries, and familiarity with data stores and databases

Git or other version control experience

Strong strategic and analytical thinker with exceptional execution and problem-solving capabilities

Strong communication skills, both verbal and written. Comfortable discussing technical information to users and client support teams

Ability to quickly learn new software concepts

Ability to prioritize and manage several projects efficiently with a high level of autonomy.

Acute attention to detail; you live for the thrill of connecting the dots

A clear, concise, empathetic writer and exceptional communicator who can internalize customers' feedback and effectively advocate for their needs

Organized and self-motivated individual, comfortable operating within ambiguity

Strong self-starter who thrives in a dynamic, fast-paced, small team environment that is capable and willing to wear multiple hats and own end-to-end processes and follow-up

Customer centric and friendly - driving to achieve a happy customer, not just a resolution