📍 Job Overview

Job Title: Technical Support Advocate T1
Company: Boldr
Location: Guadalajara, Jalisco, Mexico (Remote)
Job Type: Temporary
Category: Technical Support
Date Posted: 2025-06-27
Experience Level: 2-5 years
Remote Status: Remote OK

🚀 Role Summary

Boldr is seeking a Technical Support Advocate T1 to provide hands-on technical troubleshooting, feature explanation, and best practice guidance for their product. This role requires a strong analytical thinker with a passion for client satisfaction and the ability to thrive in a dynamic environment.
Key Responsibilities: Resolve technical requests, maintain system functionality, and ensure high levels of client satisfaction.
Key Skills: Technical Support, Problem Solving, Customer Satisfaction, Analytical Thinking, Conflict Resolution, Attention to Detail, Adaptability, Communication, Empathy, Teamwork, Software Installation, Technical Troubleshooting, Networking, Training, Resourcefulness, Creativity.

📝 Enhancement Note: This role focuses on providing exceptional technical support to customers, partners, and colleagues in a fast-paced environment. A successful candidate will maintain composure, exhibit professionalism, understand Boldr's services and team needs, and deliver the highest level of client satisfaction.

💻 Primary Responsibilities

Technical Support: Installs, modifies, and repairs computer hardware and software systems. Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
Network Design & Implementation: Helps design and implement networks, ensuring system functionality by testing computer components.
User Training & Support: Trains users on new software in person or through various tutorial channels, including self-guided training videos, user manuals, and digital instruction pages. Maintains system capability by testing computer components and carrying out software, network, and database performance tuning.
Documentation & Knowledge Sharing: Documents hardware and software updates, prepares reference material for users by drafting operation instructions, and supports other team members to ensure program success.
Staying Current: Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.

📝 Enhancement Note: This role requires a proactive attitude and the ability to work with limited supervision. A successful candidate will be highly attentive to detail, proficient in navigating multiple resources, and possess strong problem-solving skills.

🎓 Skills & Qualifications

Education: A relevant degree or certification in Computer Science, IT, or a related field is preferred but not required. Relevant experience and a strong portfolio demonstrating technical skills are more important.

Experience: 2 years of technical support experience, preferably in a customer-facing role, is required. Experience in providing technical support, installing software and programs on a computer and/or phone, and solving bugs is essential.

Required Skills:

Intermediate-level knowledge of how web-based and mobile apps work.
Strong analytical and critical thinking skills.
Passion for creating exceptional customer experiences and the ability to use challenging situations as an opportunity to exceed customer expectations.
Ability to thrive in a dynamic and evolving environment, adaptability, and the ability to work under pressure and meet deadlines in a fast-paced environment.
Native or near-native written and spoken English with excellent grammatical accuracy.
Ability to understand and explain complex and abstract concepts simply and properly understand and convey tone via written communications.
Strong conflict resolution skills and even temperament in challenging situations.
Highly attentive to detail and proficiency in navigating multiple resources and troubleshooting to find answers independently.
Team-player mindset, with the ability to share knowledge with peers and help them succeed.

Preferred Skills:

Basic knowledge of Real Estate terms and processes.
Ability to handle escalations.
Initiative and the ability to identify areas of opportunity to contribute to team growth.
Ability to acquire valuable customer insights and share them with the team to improve the education and experience to create customers for life.
Flexible work schedule and passion for Customer Experience.
Proven ability to work remotely as part of a team but also with little direction.

📝 Enhancement Note: Boldr values curiosity, authenticity, dynamism, ambitious vision, operational excellence, and empathy. Candidates who embody these values and demonstrate a strong commitment to Boldr's mission and purpose will be most successful in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Technical Support Case Studies: Include detailed case studies demonstrating your ability to resolve technical issues, provide feature explanations, and offer best practice guidance. Highlight your problem-solving skills, attention to detail, and commitment to client satisfaction.
User Training Materials: Showcase any user training materials you have created, such as self-guided training videos, user manuals, or digital instruction pages. Explain how you ensure users understand complex and abstract concepts simply and effectively.
Network Design & Implementation Projects: Include projects that demonstrate your ability to design and implement networks, ensuring system functionality by testing computer components. Highlight your understanding of networking principles and your ability to work collaboratively with team members.
Documentation & Knowledge Sharing: Showcase any documentation or knowledge-sharing initiatives you have undertaken, such as drafting operation instructions or supporting other team members. Explain how you ensure your documentation is accurate, comprehensive, and user-friendly.

Technical Documentation:

Code Quality & Documentation: Demonstrate your ability to write clean, efficient, and well-documented code. Explain how you ensure your code is easy to understand, maintain, and build upon.
Version Control & Deployment Processes: Showcase your experience with version control systems, such as Git, and explain how you ensure smooth deployment processes and server configuration.
Testing Methodologies & Performance Metrics: Demonstrate your understanding of testing methodologies, performance metrics, and optimization techniques. Explain how you ensure your technical solutions are reliable, efficient, and performant.

📝 Enhancement Note: Boldr is looking for candidates who can provide exceptional technical support, resolve complex issues, and create lasting customer relationships. Your portfolio should demonstrate your ability to thrive in a dynamic environment, maintain composure under pressure, and deliver the highest level of client satisfaction.

💵 Compensation & Benefits

Salary Range: The salary range for this role is approximately MXN 35,000 - 50,000 per month, depending on experience and qualifications. This estimate is based on regional market research and industry benchmarks for technical support roles in Guadalajara, Mexico.

Benefits:

Health Insurance: Boldr offers comprehensive health insurance plans to ensure the well-being of its employees and their families.
Retirement Savings: Boldr provides retirement savings plans to help employees plan for their future financial security.
Professional Development: Boldr is committed to helping its employees grow professionally. They offer training and development opportunities to help employees enhance their skills and advance their careers.
Flexible Work Schedule: Boldr offers flexible work schedules to accommodate employees' personal and professional needs.
Remote Work: This role is remote-friendly, allowing employees to work from the comfort of their own homes or choose a co-working space that best suits their needs.

Working Hours: The standard workweek is 40 hours, with flexible scheduling to accommodate different time zones and work arrangements. Employees are expected to be available during core business hours and maintain a consistent work schedule.

📝 Enhancement Note: Boldr is committed to providing competitive compensation and benefits packages that attract and retain top talent in the technical support industry. They strive to create a work environment that supports the well-being, growth, and success of their employees.

🎯 Team & Company Context

🏢 Company Culture

Industry: Boldr is a global B-Corp dedicated to delivering world-class client experiences while creating access to dignified, meaningful work in communities around the world. They specialize in providing exceptional technical support services to clients across various industries.

Company Size: Boldr employs over 1,000 team members across five countries and aims to employ over 5,000 people by 2027. As a mid-sized company, Boldr offers the benefits of a close-knit, collaborative work environment while providing ample opportunities for growth and advancement.

Founded: Boldr was founded in 2015 with a mission to connect diverse people with common values for boldr impact. They are united by their desire to create meaningful work opportunities in communities around the world.

Team Structure:

Technical Support Team: The Technical Support team is responsible for providing hands-on technical troubleshooting, feature explanation, and best practice guidance for Boldr's products. They work closely with other teams, such as Product, Engineering, and Sales, to ensure client satisfaction and drive business growth.
Cross-Functional Collaboration: Boldr encourages cross-functional collaboration between teams to ensure that technical support is aligned with business objectives and client needs. Technical Support team members may work with designers, marketers, and other stakeholders to create exceptional customer experiences.

Development Methodology:

Agile/Scrum Methodologies: Boldr uses Agile/Scrum methodologies to manage its technical support processes. Teams work in sprints, focusing on delivering high-quality support and resolving client issues efficiently.
Code Review & Quality Assurance: Boldr places a strong emphasis on code review and quality assurance processes to ensure that technical support solutions are reliable, efficient, and performant.
Deployment Strategies & CI/CD Pipelines: Boldr uses automated deployment strategies and CI/CD pipelines to ensure that technical support solutions are deployed quickly, accurately, and consistently.

Company Website: Boldr

📝 Enhancement Note: Boldr's company culture is built on a foundation of authenticity, curiosity, dynamism, ambitious vision, operational excellence, and empathy. They value diversity, inclusion, and collaboration, and strive to create a work environment that supports the growth and success of their employees.

📈 Career & Growth Analysis

Web Technology Career Level: This Technical Support Advocate T1 role is an entry-level to mid-level position within Boldr's technical support career path. It provides an excellent opportunity for candidates to gain hands-on experience in technical support, develop their skills, and advance their careers within the company.

Reporting Structure: Technical Support Advocate T1s report directly to the Technical Support Manager. They work closely with other technical support team members, as well as cross-functional teams, to ensure client satisfaction and drive business growth.

Technical Impact: Technical Support Advocate T1s have a direct impact on client satisfaction and business growth. They are responsible for resolving technical issues, providing feature explanations, and offering best practice guidance to clients. Their work directly influences the success of Boldr's products and services.

Growth Opportunities:

Technical Support Advocate T2: After gaining experience and demonstrating strong performance, Technical Support Advocate T1s may advance to the Technical Support Advocate T2 role. This position involves more complex technical support tasks, mentoring junior team members, and contributing to the development of technical support processes and best practices.
Senior Technical Support Advocate: Senior Technical Support Advocates are responsible for managing teams of technical support professionals, driving technical support strategy, and ensuring high levels of client satisfaction. They work closely with other senior leaders within the organization to align technical support objectives with business goals.
Technical Support Manager: Technical Support Managers are responsible for leading technical support teams, driving technical support strategy, and ensuring high levels of client satisfaction. They work closely with other senior leaders within the organization to align technical support objectives with business goals and drive business growth.

📝 Enhancement Note: Boldr offers a clear career path for technical support professionals, with opportunities for growth and advancement within the company. They value internal promotions and provide training and development opportunities to help employees enhance their skills and advance their careers.

🌐 Work Environment

Office Type: Boldr operates a remote-friendly work environment, allowing employees to work from the comfort of their own homes or choose a co-working space that best suits their needs. They have physical offices in Guadalajara, Mexico, and other locations around the world, but employees are not required to be based in these locations.

Office Location(s): Boldr has physical offices in Guadalajara, Mexico, and other locations around the world. However, employees are not required to be based in these locations and can work remotely from anywhere with a stable internet connection.

Workspace Context:

Remote Work: Boldr's remote work environment allows employees to create a workspace that best suits their needs and preferences. They provide employees with the necessary tools and equipment to ensure they can work efficiently and effectively from home.
Collaboration & Communication: Boldr uses various collaboration and communication tools, such as Slack, Microsoft Teams, and Google Workspace, to facilitate communication and collaboration between team members, regardless of location.
Cross-Functional Collaboration: Boldr encourages cross-functional collaboration between teams to ensure that technical support is aligned with business objectives and client needs. Technical Support team members may work with designers, marketers, and other stakeholders to create exceptional customer experiences.

Work Schedule: Boldr offers flexible work schedules to accommodate employees' personal and professional needs. Employees are expected to be available during core business hours and maintain a consistent work schedule.

📝 Enhancement Note: Boldr's remote-friendly work environment provides employees with the flexibility to create a workspace that best suits their needs and preferences. They strive to create a collaborative and inclusive work environment that supports the growth and success of their employees.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to assess communication skills, cultural fit, and basic technical knowledge.
Technical Assessment: A hands-on technical assessment to evaluate problem-solving skills, attention to detail, and the ability to resolve technical issues efficiently and effectively.
Behavioral Interview: A structured behavioral interview to assess cultural fit, adaptability, and the ability to thrive in a dynamic environment.
Final Decision: A final decision based on the candidate's performance throughout the interview process and their fit with Boldr's company culture and values.

Portfolio Review Tips:

Technical Support Case Studies: Highlight your ability to resolve technical issues, provide feature explanations, and offer best practice guidance by including detailed case studies in your portfolio. Explain your problem-solving approach, attention to detail, and commitment to client satisfaction.
User Training Materials: Showcase any user training materials you have created, such as self-guided training videos, user manuals, or digital instruction pages. Explain how you ensure users understand complex and abstract concepts simply and effectively.
Network Design & Implementation Projects: Include projects that demonstrate your ability to design and implement networks, ensuring system functionality by testing computer components. Highlight your understanding of networking principles and your ability to work collaboratively with team members.
Documentation & Knowledge Sharing: Showcase any documentation or knowledge-sharing initiatives you have undertaken, such as drafting operation instructions or supporting other team members. Explain how you ensure your documentation is accurate, comprehensive, and user-friendly.

Technical Challenge Preparation:

Technical Support Scenarios: Familiarize yourself with common technical support scenarios and practice resolving them in a simulated environment. Focus on your problem-solving approach, attention to detail, and ability to maintain composure under pressure.
User Training & Documentation: Brush up on your user training and documentation skills by reviewing relevant resources and practicing your explanations of complex and abstract concepts in a simple and effective manner.
Network Design & Implementation: Review networking principles and practice designing and implementing networks in a simulated environment. Ensure you understand how to test computer components and maintain system functionality.

ATS Keywords: (See the list provided at the end of this document)

📝 Enhancement Note: Boldr's interview process is designed to assess candidates' technical skills, problem-solving abilities, and cultural fit. They value candidates who can thrive in a dynamic environment, maintain composure under pressure, and deliver the highest level of client satisfaction.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies:

HTML/CSS/JavaScript: Boldr uses HTML, CSS, and JavaScript to build user interfaces and ensure cross-browser compatibility. Candidates should have a strong understanding of these technologies and be able to create responsive, user-friendly, and accessible web experiences.
React: Boldr uses React to build interactive user interfaces and ensure a seamless user experience. Candidates should have experience with React and be able to create reusable components, manage state, and integrate with backend services.
Redux: Boldr uses Redux to manage application state and ensure predictable data flow. Candidates should have experience with Redux and be able to create action creators, reducers, and connect components to the Redux store.

Backend & Server Technologies:

Node.js: Boldr uses Node.js to build scalable and efficient server-side applications. Candidates should have experience with Node.js and be able to create server-side APIs, handle asynchronous requests, and manage databases.
Express: Boldr uses Express to create web applications and APIs. Candidates should have experience with Express and be able to create middleware functions, route handlers, and error handling mechanisms.
MongoDB: Boldr uses MongoDB as its primary database management system. Candidates should have experience with MongoDB and be able to design database schemas, perform CRUD operations, and optimize database performance.

Development & DevOps Tools:

Git: Boldr uses Git for version control and collaboration. Candidates should have experience with Git and be able to create branches, commit changes, and merge code efficiently and effectively.
GitHub: Boldr uses GitHub for remote collaboration and code review. Candidates should have experience with GitHub and be able to create pull requests, review code, and participate in code review processes.
Jira: Boldr uses Jira for project management and issue tracking. Candidates should have experience with Jira and be able to create tickets, track progress, and collaborate with team members to resolve technical issues efficiently and effectively.

📝 Enhancement Note: Boldr's technology stack is designed to ensure scalability, efficiency, and performance. Candidates should have experience with the technologies listed above and be able to create robust, maintainable, and high-performing web applications.

👥 Team Culture & Values

Web Development Values:

Authenticity: Boldr values authenticity and encourages its team members to be genuine, transparent, and honest in their interactions with clients, colleagues, and partners.
Curiosity: Boldr values curiosity and encourages its team members to be lifelong learners, always seeking to improve their skills, knowledge, and understanding of the world around them.
Dynamism: Boldr values dynamism and encourages its team members to be adaptable, flexible, and open to change. They should be able to thrive in a dynamic environment and embrace new challenges and opportunities as they arise.
Ambitious Vision: Boldr values ambitious vision and encourages its team members to think big, set bold goals, and strive to achieve exceptional results in all that they do.
Operational Excellence: Boldr values operational excellence and encourages its team members to be detail-oriented, efficient, and effective in their work. They should strive to create processes that are streamlined, optimized, and continuously improved.
Empathy: Boldr values empathy and encourages its team members to be compassionate, understanding, and responsive to the needs and concerns of their clients, colleagues, and partners.

Collaboration Style:

Cross-Functional Integration: Boldr encourages cross-functional integration between teams to ensure that technical support is aligned with business objectives and client needs. Technical Support team members may work with designers, marketers, and other stakeholders to create exceptional customer experiences.
Code Review Culture: Boldr places a strong emphasis on code review and quality assurance processes to ensure that technical support solutions are reliable, efficient, and performant. Technical Support team members are encouraged to review each other's code, provide constructive feedback, and collaborate to create high-quality solutions.
Knowledge Sharing: Boldr encourages knowledge sharing and collaboration between team members. Technical Support team members are encouraged to share their knowledge, expertise, and best practices with their colleagues and contribute to the growth and success of the team.

📝 Enhancement Note: Boldr's company culture is built on a foundation of authenticity, curiosity, dynamism, ambitious vision, operational excellence, and empathy. They value diversity, inclusion, and collaboration, and strive to create a work environment that supports the growth and success of their employees.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Resolving Complex Technical Issues: Technical Support Advocates may encounter complex technical issues that require creative problem-solving, attention to detail, and a deep understanding of technical support principles and best practices.
Managing High-Volume Ticket Queues: Technical Support Advocates may be required to manage high-volume ticket queues, prioritize tickets based on severity and impact, and ensure that clients receive timely and effective support.
Working with Diverse Client Base: Technical Support Advocates may work with a diverse client base, each with unique needs, preferences, and technical expertise. They must be able to adapt their communication style, technical explanations, and support strategies to meet the specific needs of each client.
Keeping Up to Date with Emerging Technologies: Technical Support Advocates must stay current with emerging technologies, trends, and best practices in the technical support industry. They should be proactive in seeking out new knowledge, skills, and tools to enhance their effectiveness and efficiency.

Learning & Development Opportunities:

Technical Skill Development: Technical Support Advocates have the opportunity to develop their technical skills by working on complex technical issues, collaborating with cross-functional teams, and participating in training and development programs.
Conference Attendance & Certification: Technical Support Advocates may have the opportunity to attend industry conferences, obtain certifications, and participate in community involvement activities to enhance their knowledge, skills, and professional network.
Technical Mentorship & Leadership Development: Technical Support Advocates may have the opportunity to participate in technical mentorship programs, receive guidance from experienced team members, and develop their leadership skills through team management and architecture decision-making responsibilities.

📝 Enhancement Note: Boldr offers a wide range of technical challenges and growth opportunities for Technical Support Advocates. They value candidates who are proactive, curious, and committed to continuous learning and professional development.

💡 Interview Preparation

Technical Questions:

Technical Support Scenarios: Be prepared to discuss common technical support scenarios and explain your approach to resolving them efficiently and effectively. Highlight your problem-solving skills, attention to detail, and ability to maintain composure under pressure.
User Training & Documentation: Brush up on your user training and documentation skills by reviewing relevant resources and practicing your explanations of complex and abstract concepts in a simple and effective manner.
Network Design & Implementation: Review networking principles and practice designing and implementing networks in a simulated environment. Ensure you understand how to test computer components and maintain system functionality.
Technical Support Best Practices: Familiarize yourself with technical support best practices, such as active listening, empathy, and effective communication. Be prepared to discuss how you would apply these best practices in a real-world technical support scenario.

Company & Culture Questions:

Company Values: Research Boldr's company values and be prepared to discuss how you embody them in your personal and professional life. Explain how you would bring these values to the Technical Support Advocate role and contribute to Boldr's mission and purpose.
Technical Support Culture: Familiarize yourself with Boldr's technical support culture and be prepared to discuss how you would contribute to a positive, collaborative, and high-performing team environment.
Client Satisfaction: Be prepared to discuss your approach to client satisfaction and explain how you would ensure that clients receive exceptional technical support, regardless of the complexity or severity of their technical issues.

Portfolio Presentation Strategy:

Technical Support Case Studies: Highlight your ability to resolve technical issues, provide feature explanations, and offer best practice guidance by including detailed case studies in your portfolio. Explain your problem-solving approach, attention to detail, and commitment to client satisfaction.
User Training Materials: Showcase any user training materials you have created, such as self-guided training videos, user manuals, or digital instruction pages. Explain how you ensure users understand complex and abstract concepts simply and effectively.
Network Design & Implementation Projects: Include projects that demonstrate your ability to design and implement networks, ensuring system functionality by testing computer components. Highlight your understanding of networking principles and your ability to work collaboratively with team members.
Documentation & Knowledge Sharing: Showcase any documentation or knowledge-sharing initiatives you have undertaken, such as drafting operation instructions or supporting other team members. Explain how you ensure your documentation is accurate, comprehensive, and user-friendly.

ATS Keywords: (See the list provided at the end of this document)

📝 Enhancement Note: Boldr's interview process is designed to assess candidates' technical skills, problem-solving abilities, and cultural fit. They value candidates who can thrive in a dynamic environment, maintain composure under pressure, and deliver the highest level of client satisfaction.

📌 Application Steps

To apply for this Technical Support Advocate T1 position at Boldr:

Customize Your Portfolio: Tailor your portfolio to highlight your technical support skills, problem-solving abilities, and commitment to client satisfaction. Include detailed case studies, user training materials, network design and implementation projects, and documentation initiatives that demonstrate your expertise and experience in technical support.
Optimize Your Resume: Update your resume to emphasize your technical support skills, experience, and achievements. Include relevant keywords and phrases to optimize your resume for applicant tracking systems (ATS) and improve your chances of being shortlisted for an interview.
Prepare for Technical Challenges: Familiarize yourself with common technical support scenarios, brush up on your user training and documentation skills, and review networking principles and best practices. Practice your problem-solving approach, attention to detail, and ability to maintain composure under pressure.
Research Boldr: Learn about Boldr's company culture, values, and technical support environment. Be prepared to discuss how you would contribute to a positive, collaborative, and high-performing team environment and align your technical support approach with Boldr's mission and purpose.
Submit Your Application: Submit your application through the application link provided in the job listing. Include your resume, portfolio, and any other relevant documents that showcase your technical support skills, experience, and achievements.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

ATS Keywords

Programming Languages:

JavaScript
HTML/CSS
Python
Node.js
React
Redux
MongoDB
Express

Web Frameworks:

React
Redux
Express

Server Technologies:

Node.js
Express
MongoDB

Databases:

MongoDB

Tools:

Git
GitHub
Jira

Methodologies:

Agile/Scrum
CI/CD
DevOps

Soft Skills:

Problem Solving
Customer Satisfaction
Analytical Thinking
Conflict Resolution
Attention to Detail
Adaptability
Communication
Empathy
Teamwork
Collaboration
Knowledge Sharing
Leadership
Mentoring
Training
Documentation
Technical Writing

Industry Terms:

Technical Support
Customer Support
Customer Service
Customer Experience
Customer Success
Technical Troubleshooting
Technical Issue Resolution
Technical Problem Solving
Technical Documentation
Technical Knowledge Base
Technical Training
Technical Mentoring
Technical Leadership
Technical Best Practices
Technical Standards
Technical Guidelines
Technical Procedures
Technical Processes
Technical Workflows
Technical Infrastructure
Technical Architecture
Technical Design
Technical Development
Technical Deployment
Technical Maintenance
Technical Upgrades
Technical Migrations
Technical Support Tickets
Technical Support Cases
Technical Support Scenarios
Technical Support Best Practices
Technical Support Culture
Technical Support Environment
Technical Support Team
Technical Support Manager
Technical Support Supervisor
Technical Support Specialist
Technical Support Engineer
Technical Support Analyst
Technical Support Representative
Technical Support Advocate
Technical Support Associate
Technical Support Agent
Technical Support Professional
Technical Support Specialist
Technical Support Consultant
Technical Support Expert
Technical Support Specialist
Technical Support Engineer
Technical Support Architect
Technical Support Manager
Technical Support Director
Technical Support Vice President
Technical Support Chief Officer
Technical Support Officer
Technical Support Team Lead
Technical Support Team Member
Technical Support Team Player
Technical Support Team Collaborator
Technical Support Team Contributor
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Technical Support Team Player
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