• Provide hands-on support for customer needs following Snowflake deployment - from quick start consultations, to issue resolutions, account health monitoring and critical event support. • Deep understanding of the customer's product integration architecture and workloads. • Design, review and execute use cases with customer context to align with Snowflake best practices, product features and functionality. • Provide guidance on how to resolve customer-specific technical challenges • Collaborate with Product Management, Engineering, and Marketing to continuously improve Snowflake’s product and service offerings to drive customer experience. • Drive customer experience across Query performance & optimization - Monitor, review and provide actionable, hands-on support to optimize query performance and prevent recurring issues. • Cost Optimization opportunities - Analyze the customer’s warehouse configuration and utilization, implement recommendations in partnership with the customer. • System Integration - Work with System Integrator consultants at a deep technical level to successfully position and deploy Snowflake in customer environments. • Own release readiness for priority support customers, lead disaster recovery drills & provide hands-on migration support. • Drive Issue resolution and high case quality - partner with internal team to drive effective resolution and RCAs. Provide customer context and be the customer advocate. • Establish regular touchpoints with customers to provide technical and executive-level updates across all reported issues. • Be available on-call as needed for customer success. • Serve as a dedicated technical partner to Priority Support customers — providing hands-on support from quick-start consultations and issue resolution to account health monitoring and critical event response. • Develop a deep understanding of each customer's product integration architecture, workloads, and business objectives to deliver contextually relevant guidance. • Design, review, and execute use cases aligned to Snowflake best practices, product features, and functionality — translating technical capabilities into customer outcomes. • Monitor, analyze, and deliver actionable recommendations for query performance optimization, with a focus on preventing recurring issues. • Analyze warehouse configuration and utilization, and implement cost optimization recommendations in close partnership with customers. • Own release readiness for priority support customers, lead disaster recovery drills, and provide hands-on migration support. • Drive high-quality issue resolution and root cause analyses — serving as the internal customer advocate to ensure effective, timely outcomes. • Establish regular executive and technical touchpoints with customers to provide updates across all active issues and share forward-looking guidance. • Partner cross-functionally with Product Management, Engineering, and Marketing to surface customer insights that improve Snowflake's products and services. • Apply AI-powered tooling and workflows to triage, log analysis, response drafting, and trend detection — validating outputs and escalating to manual investigation where appropriate.

• Own complex technical cases end-to-end: Take over technical tickets from 1st-Level Support, drive investigation, and deliver clear outcomes such as solution, workaround, or escalation to Engineering or Product teams. • Communication & SLA ownership: Ensure clear updates to stakeholders and adherence to SLAs throughout the ticket lifecycle. • Escalate effectively (Engineering handover): Provide complete reproduction steps, impact assessment, logs/queries/screenshots as relevant, and a crisp hypothesis when possible. • Coordinate cross-functionally: Align with Product & Engineering on prioritization, provide context, and keep Customer Support informed. • Debug product and integration issues end-to-end: Analyze customer reports, reproduce behavior, compare against expected workflows, and isolate root causes. Diagnose technical problems using logs, system tools, and troubleshooting frameworks. • Triage and classify issues: Distinguish between configuration/integration errors, data issues, product limitations, and genuine bugs.

• Business development and management • Development, implementation, and monitoring of business strategy and action plan to meet sales targets • Develop and grow business opportunities in existing account base through product attachments (vessels, trays, EZ DPD) and implementation of additional protocols (C&G, Pseudalert, Legiolert, Enterolert) • Identify and penetrate new opportunities in core and adjacent markets – Water and Wastewater Monitoring Agencies, F&B Manufacturing including BW, Farms, Mining, Semicon, etc. • Customer relationship management including key accounts management • Repeat orders/SLA management • Remote Sales Support • Development of end user pricing strategy • Report on monthly business reviews – sales forecast & forecast accuracy, R&O, highlights/lowlights, RMA • Meet KPIs related to: Sales, Tender Management, Business Development, and Customer Education & Technical Support • Drive regulatory approvals in key market segments • Maintain up-to-date market data in water microbiology, including but not limited to sales accessible market vs market share, competitor positioning including pricing strategy, external environmental factors affecting business, and the regulatory landscape • Development and implementation of marketing action plan • Drive education and marketing strategies in the Philippines including digital promotions (e.g. email marketing, social media, online customer education activities) • KOL development and engagement • Initial point of contact for all sales, after-sales, and technical support related concerns from customers • Customer Onboarding • Quotation • Pipeline Management • Tender Management • Demand Planning & Forecasting • Order Processing Coordination • Accounts Receivables Coordination

Role Description This position has primary responsibility for providing hands-on technical troubleshooting, feature explanation, and best-practice guidance for our client's SaaS platform, supporting end users of a mobile application as well as property-management and internal stakeholders. This is a written-channel role (email and other written support channels, no phone support), managing a high-volume ticket queue. A successful Technical Support Advocate triages each ticket to determine whether it is a known, resolvable user issue or a genuine product bug requiring escalation to engineering, and maintains composure, professionalism, and the highest level of client satisfaction in a fast-paced environment. Qualifications - 3+ years of technical support experience, ideally within a SaaS environment, at a solid mid-level (not entry-level, not senior/lead) - Primarily supported customers via email and other written channels - Strong written communication skills and the ability to properly understand and convey tone in writing, as this is a written-only role - General knowledge of how web-based and mobile applications work - General knowledge and experience with SaaS products - Experience using ticket-tracking tools such as Zendesk and Jira - Ability to triage issues and exercise judgment on when to resolve directly versus escalate to engineering - Proven ability to ramp quickly into a new, technical product, contributing within a few weeks and reaching full productivity within 3-4 months - Metrics-driven, with a proven ability to handle a high volume of customer interactions - Creative problem-solving skills and impeccable judgment in ambiguous situations - Proactive attitude and ability to work with limited supervision - Ability to thrive in a dynamic and evolving environment - Loads of empathy – you genuinely care! Requirements - Comfort adopting AI-assisted workflows in day-to-day support - Proven ability to work remotely as part of a team, with little direction - Proficient in English, written and spoken Company Description Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world. We are a global team, united by our desire to connect diverse people with common 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.