Tier 2 Support Engineer

At Afresh, our mission is to make the fresh food supply chain more efficient, thus dramatically reducing food waste and making fresh, nutritious food available and accessible to everyone. Our A.I.-powered solutions optimize ordering, forecasting, and store operations for fresh food departments for brick-and-mortar grocers. The results are powerful: grocers using Afresh are on track to reduce more than 20M pounds of food waste, while increasing fresh sales by 3%, massively increasing their profitability.

Afresh is looking for a Support Engineer on our Customer Support Team to help provide unparalleled support and guidance to our customers. As a Support Engineer, you’ll partner with our Customer Success, Product, Marketing, and Engineering teams to own the technical aspect of the customer lifecycle, serving as the primary escalation point for the support team and demonstrating the of Afresh to our customers.

You will help resolve complex customer inquiries that arise with Afresh solutions, investigating and troubleshooting using your knowledge of SQL and databases. You’ll also help to build and improve our processes as a team, helping to develop internal dashboards, define the process for in-depth investigations, and repeatable sleuthing protocol to help scale our customer support function as we continue to grow our customer base. You have support experience, a love of problem-solving, and are driven to help reduce fresh food waste in the grocery industry!

We are a passionate team united by our mission to make an impact -- we hope you’ll join us!

What you’ll do

• Be the primary escalation point for our Tier 1 Support team on guidance for tricky issues.
  • Triage technical issues, resolve problems independently and escalate to appropriate team.
  • Take full ownership of customer issues, including troubleshooting, root cause analysis, clear communication, and in many cases resolution.
  • Resolve tickets via email and (occasionally) on the phone with clear, concise, empathetic communication, helping to identify, debug, and escalate higher priority issues to our engineering and product teams
  • Investigate tricky customer problems involving app bugs, data integrity, data feeds, and machine learning, to improve both the customer experience and the product, driving our mission to reduce food waste
  • Respond positively when under pressure, multi-task and to deal with conflict / crisis ( i.e. realize something is important or will quickly become and incident).
  • Participate in on-call rotation, handling urgent incidents as they arise, including those that require fast escalation or heightened attention.
• Define and improve workflows, practices, and standards to ensure that Afresh Support Engineers can deliver fast, reliable, and accurate customer support globally
  • Identify trends in requests, and highlight opportunities to improve documentation and our product.
  • Help to build and improve upon our debugging, triaging, and escalation protocol, including creating dashboards and repeatable queries intended to make common SQL analyses more efficient
  • Deeply understand Afresh’s customers’ needs, how our different Partners’ needs differ, delighting our customers and serving as the voice of the customer back to Afresh. This includes being the Lead on a set of customer(s) as a representative of the Support org.
  • Research, define, and roll out or build tools to improve the speed and quality of support
• Complete projects focused on excellence in the operations of a global Support Engineering organization
  • Work closely with Senior Management to help Support Engineers deliver on their components of overall company goals and objectives
  • Grow with the organization and our needs as a team, potentially specializing in specific Partner needs, our engineering pod structure, and/or helping to build out the team by training future teammates

Skills & experience you’ll need

• 2+ years of experience in technical customer support
• Strong SQL experience, both writing and understanding queries, and familiarity with data stores and databases
• Git or other version control experience
• 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; you live for the thrill of connecting the dots
• A clear, concise, empathetic writer and exceptional communicator who can internalize customers’ feedback and effectively advocate for their needs
• Organized and self-motivated individual, comfortable operating within ambiguity
• Strong self-starter who thrives in a dynamic, fast-paced, small team environment that is capable and willing to wear multiple hats and own end-to-end processes and follow-up
• Customer centric and friendly - driving to achieve a happy customer, not just a resolution

Bonus if you have:

• Experience working in startup companies.
• Experience in retail or grocery
• Spark experience.
• Python or scripting experience.
• Degree in Computer Science or related field.

Salary Band in USD: