Advanced technical support for SOVRA’s public procurement platform and CLM applications. Resolving complex customer issues and supporting next - generation product adoption.
About the role
- Technical Support Specialist supporting developers on Boldr’s open-weight AI platform. Troubleshooting APIs, SDKs, billing, and complex technical issues while building support processes.
Responsibilities
- Provide technical support to developers via live chat and email in Intercom
- Own queries involving billing, payments, credits, token limits, and API errors
- Debug, optimize, and troubleshoot complex API, SDK, developer toolkit, system behavior, and web-application architecture issues
- Communicate resolution timelines, status updates, and next steps to customers, direct leaders, and client stakeholders
- Resolve issues where no defined process exists and adapt as the product changes
- Build, maintain, and structure technical knowledge bases and SOPs
- Contribute to support-function foundations, workflows, documentation, and knowledge-sharing initiatives
- Identify recurring issues and documentation gaps and recommend process or system improvements
- Collaborate with engineering and product teams to reproduce issues and escalate confirmed product bugs
- Maintain high standards of client satisfaction, accuracy, and responsiveness
- Act as the highest escalation point for complex technical issues
- Hand over open conversations cleanly at the end of each shift
- Complete annual cybersecurity refreshers and assigned professional-development courses
Requirements
- At least 3 years of working experience in Technical Support, including supporting developers or technical users at a developer-tool, API, or AI-native company
- Practical working knowledge of SQL
- Working knowledge of REST APIs, API keys, authentication, and rate limits
- Comfort reading API documentation, error messages, and code samples
- Experience supporting software, data platforms, or web-based applications
- Proven experience with ticket tracking systems such as Jira and Zendesk
- Open and flexible schedule
- Ability to manage competing priorities and meet deadlines consistently
- Strong understanding of web application functionality and data flows between systems
- Client-facing technical support experience preferred
- Comfort with 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
- Availability to work US business hours, with flexibility based on operational needs
Benefits
- Annual cybersecurity refreshers
- Assigned learning courses aligned with Team Captain criteria within the first 90 days and ongoing professional development
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