Tier 2 Support Engineer

Afresh is seeking a Support Engineer on their Tier two Data Team to provide technical support and guidance to customers. This role involves resolving complex customer inquiries, investigating and troubleshooting using SQL and databases, and improving processes within the team. The Support Engineer will serve as the primary escalation point for the support team and work closely with other departments to ensure customer satisfaction. This position offers an opportunity to make a significant impact in reducing fresh food waste in the grocery industry.

- Provide level two technical support for Afresh ecosystem and integrations - Interact with Tier 1 and Tier 2 providing support/guidance on tricky issues - Identify trends in requests and highlight opportunities to improve documentation and product - Triage technical issues, resolve problems independently, and escalate to appropriate teams - Take full ownership of customer issues, including troubleshooting, root cause analysis, and clear communication - Clearly document reproduction steps in cases to communicate internally - Resolve tickets via email and occasionally on the phone with clear, concise, empathetic communication, helping to identify, debug, and escalate higher priority issues to engineering and product teams - Investigate tricky customer problems involving data integrity, data feeds, and machine learning to improve customer experience and product - Respond positively when under pressure, multitask, and deal with conflict/crisis - Help build and improve upon debugging, triaging, and escalation protocol, including creating dashboards and repeatable queries for efficient SQL analyses - Deeply understand Afresh's customers' needs, delighting customers, and serving as the voice of the customer back to Afresh - Grow with the organization and team needs, potentially specializing in specific Partner needs and/or training future teammates - Strong strategic and analytical thinker with exceptional execution and problem-solving capabilities - Strong communication skills, both verbal and written, comfortable discussing technical information with 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 - Clear, concise, empathetic writer and exceptional communicator who can internalize customers' feedback and effectively advocate for their needs - Strong SQL experience, both writing and understanding queries, and familiarity with data storage

- 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 - Clear, concise, empathetic writer and exceptional communicator - Strong SQL experience, both writing and understanding queries, and familiarity with data storage

- Level two technical support for Afresh ecosystem and integrations - Opportunity to work with Customer Success, Product, Marketing, and Engineering teams - Ownership of technical aspect of the customer lifecycle - Opportunity to investigate and troubleshoot complex customer inquiries - Chance to build and improve processes as a team - Support experience in reducing fresh food waste in the grocery industry - Opportunity to make a massive social impact at scale - Chance to work with uncommonly impactful software - Opportunity to be part of a passionate team with a mission to make an impact - Remote work options available for certain states