A LITTLE BIT ABOUT BoldrBoldr 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.LET’S START WITH OUR VALUESMeaningful connections start with AUTHENTICITYWe do our best work by being CURIOUSWe grow by remaining DYNAMICOur success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCEAt the heart of great partnerships, we’ll always find EMPATHYWHAT IS YOUR ROLEThe 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 YOUWe 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 DOProvide 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 errorsDebug, 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 stakeholdersUse sound judgment to resolve issues where no defined process exists, adapting as the product changesBuild, 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 initiativesIdentify recurring issues and documentation gaps, and recommend process or system improvementsCollaborate with internal engineering and product teams by reproducing issues and escalating confirmed product bugs with explicit, concise documentationMaintain high standards of client satisfaction, accuracy, and responsivenessAct as the highest escalation point for complex technical issues, owning every query the AI support agent does not resolve, except confirmed product bugsHand over open conversations cleanly at the end of each shiftAnnual cybersecurity refreshersComplete assigned learning courses aligned with Team Captain criteria within the first 90 days and ongoing as part of professional developmentWHAT WE’LL LIKE ABOUT YOUYOU ARE...A clear, professional, and customer-focused communicatorFriendly, confident,



and approachable with clients and teammatesDetail-oriented with strong problem-solving skillsAble to manage multiple priorities in a fast-paced environmentCurious about technology and driven to continuously learnProactive in identifying issues and suggesting improvementsStructured in your thinking, able to balance short-term fixes with long-term improvementsAble to thrive in ambiguous situations, using sound judgment with limited day-to-day supervisionYou 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 companyPractical working knowledge of SQL to look up usage, billing, and credit data when troubleshootingWorking knowledge of REST APIs, API keys, authentication, and rate limits, with comfort reading API docs, error messages, and code samplesExperience supporting software, data platforms, or web-based applicationsProven experience working with ticket tracking systems like Jira, ZendeskMaintain an open and flexible schedule.Ability to manage competing priorities and meet deadlines consistentlyStrong understanding of how web applications function and how data flows between systemsExperience working in a client-facing technical support role (preferred)Comfort working with tools such as Google Sheets or similar data analysis toolsStrong written and verbal communication skillsExperience 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 needsSalary range: CAD 4715.00-5250.00#J-18808-Ljbffr

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