Technical Support Analyst II

• Track, manage, and resolve support tickets independently, ensuring timely communication and follow-through to completion
• Monitor and respond promptly to ticketing queues, escalations, and support emails
• Diagnose and troubleshoot complex issues using SQL queries, log files, traces, source code, and system infrastructure
• Deep dive into databases, source code, and system logs to identify and resolve root causes
• Develop and implement solutions that prevent recurring issues and improve product stability
• Continuously expand knowledge of Bold Group products and related technologies
• Quickly develop a layered understanding of product architecture when given access to documentation, source code, and infrastructure
• Document step-by-step processes, technical solutions, and clear ticket updates for both internal teams and customers
• Provide professional, empathetic support, even in challenging situations
• Act as the customer’s advocate, representing their voice within Bold Group
• Deliver clear and constructive feedback to internal teams and concise updates to external customers
• Show initiative by taking ownership of complex or unfamiliar issues
• Balance multiple priorities and adapt quickly to changing workloads
• Participate in an on-call rotation within a 24/7 environment

• C1 level English proficiency (spoken and written) and the ability to communicate professionally and clearly
• 2+ years of experience with software development
• 5+ years of experience with customer-facing technical support (application, OS, or Networking)
• Strong troubleshooting skills in Windows environments, including event logs, permissions, and networking
• Proficiency with Microsoft SQL Server: writing and optimizing queries, understanding schema relationships, interpreting stored procedures
• Ability to participate in a rotating 24x7 on-call support schedule
• Customer advocacy, empathy, and keen attention to detail
• Comfortable working independently and efficiently in a remote setting
• Experience with ERP solutions

Experience with alarm monitoring platforms, PSIM, or central station operations

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
• Continued investment in your professional development
• Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend
• 401k with up to a 4% match and immediate vesting
• Flexible and generous (FTO) time-off
• Employee Stock Purchase Program