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 Tier two Data Team to help provide unparalleled support and guidance to our customers. As a Tier 2 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!

• 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 our 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 our engineering and product teams
• Investigate tricky customer problems involving 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)
• 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
• Grow with the organization and our needs as a team, potentially specializing in specific Partner needs, and/or helping to build out the team by 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 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
• Strong SQL experience, both writing and understanding queries, and familiarity with data stores and databases
• Python or scripting experience.
• 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
• 2+ years of experience in technical customer support

Bonus if you have:

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