• 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.

• Lead the design and development of customized solutions within the Dynamics 365 environment (Customer Service & Sales Module). • Oversee coding, unit testing, and debugging of applications. • Manage development efforts for Microsoft Dynamics 365 projects. • Ensure projects are delivered on time and meet quality standards. • Act as the primary point of contact for technical discussions related to Dynamics 365. • Provide mentorship and guidance to junior developers on best practices and technical skills. • Analyze and resolve technical issues, performing root cause analysis to provide long-term solutions. • Collaborate with stakeholders to gather requirements and translate them into technical specifications.