Track, manage, and resolve support tickets independently, ensuring timely communication and follow-through to completion.
Monitor and respond promptly to ticketing queues, escalations, and support emails.
Diagnose and troubleshoot complex issues using SQL queries, log files, traces, source code, and system infrastructure.
Deep dive into databases, source code, and system logs to identify and resolve root causes.
Develop and implement solutions that prevent recurring issues and improve product stability.
Continuously expand knowledge of Bold Group products and related technologies.
Document step-by-step processes, technical solutions, and clear ticket updates for both internal teams and customers.
Provide professional, empathetic support, even in challenging situations.
Act as the customer’s advocate, representing their voice within Bold Group.
Show initiative by taking ownership of complex or unfamiliar issues.
Balance multiple priorities and adapt quickly to changing workloads.
Participate in an on-call rotation within a 24/7 environment.

C1 level English proficiency (spoken and written) and the ability to communicate professionally and clearly
2+ years of experience with software development
5+ years of experience with customer-facing technical support (application, OS, or Networking)
Strong troubleshooting skills in Windows environments, including event logs, permissions, and networking
Proficiency with Microsoft SQL Server: writing and optimizing queries, understanding schema relationships, interpreting stored procedures
Ability to participate in a rotating 24x7 on-call support schedule
Customer advocacy, empathy, and keen attention to detail
Comfortable working independently and efficiently in a remote setting
Experience with ERP solutions
Experience with alarm monitoring platforms, PSIM, or central station operations is a plus

Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
Continued investment in your professional development
Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend.
401k with up to a 4% match and immediate vesting
Flexible and generous (FTO) time-off
Employee Stock Purchase Program

Technical Support Analyst II

Key skills