Technical Support Specialist supporting developers on Boldr’s open - weight AI platform. Troubleshooting APIs, SDKs, billing, and complex technical issues while building support processes.
About the role
- Advanced technical support for SOVRA’s public procurement platform and CLM applications. Resolving complex customer issues and supporting next-generation product adoption.
Responsibilities
- Troubleshoot and resolve complex customer issues, escalating when deeper product or development support is needed
- Test reported behavior in staging environments
- Review application logs and document findings
- Translate end-user descriptions into clear technical information
- Track issues and changes in Jira and Zendesk through resolution
- Manage customer expectations regarding ticket status, delivery timing, releases, product upgrades, and next steps
- Configure SOVRA CLM instances and create applications from documented business requirements
- Import customer data
- Support client upgrades
- Assist or train customers with configuration when requested
- Coordinate with Support, Development, Product, Services, Account Management, and Customer Success
- Negotiate requests and delivery time frames
- Update processes, procedures, and training materials
- Support product communications
- Participate in the 24/7 on-call rotation approximately every 3–5 weeks
- Respond to customer tickets, emails, and calls
- Support the next-generation product rollout through customer changes, configuration guidance, training, and issue resolution
Requirements
- Strong foundation in technical support, including independent investigation and, where applicable, reviewing less-experienced colleagues’ work for quality
- Experience resolving and documenting complex application issues using a structured troubleshooting process
- Experience supporting web-based applications on Linux platforms
- Ability to review application logs to isolate problems
- Experience with Jira, Zendesk, or similar support platforms
- Clear communication with customers and technical teams
- Experience with multiple SaaS or PaaS applications
- Ability to research, test, and learn unfamiliar systems independently
- Bachelor’s degree in a relevant field or equivalent technical experience
- Authorization to work in the United States or Canada
- Must not require work visa or transfer sponsorship
- French and English bilingual ability is an asset
Benefits
- Remote work arrangement
- 24/7 on-call rotation approximately every 3–5 weeks
- Inclusive and equitable workplace
- Equal opportunity employment
- Work environment free from discrimination and harassment
- Pay equity practices
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