Bold Commerce

Platform Engineer

• Support the reliability, scalability, and operational maturity of production MySQL environments and core production infrastructure
• Manage and improve database replication, failover, backups, recovery, upgrades, and performance optimization
• Contribute to cloud infrastructure, automation, observability, and operational tooling initiatives
• Support infrastructure-as-code and automation efforts using Terraform and related technologies
• Improve monitoring, alerting, and operational visibility across systems and applications
• Troubleshoot database, infrastructure, and application-related issues in production environments
• Partner with Engineering and Platform teams to improve reliability, scalability, operational efficiency, and production readiness
• Support incident response, root cause analysis, and remediation efforts
• Contribute to operational best practices and continuous platform improvements
• Participate in an on-call rotation supporting production systems

Platform Engineer, Database Reliability

Customer Support

• Provide top-tier technical and customer support via chat, phone, and email
• Prioritize and resolve support tickets efficiently, with a strong focus on first-contact resolution
• Serve as a Bold ambassador by delivering an exceptional customer experience and building long-term trust with merchants
• Troubleshoot and resolve technical, billing, and account-related issues
• Tailor solutions based on an understanding of each merchant’s business and ecommerce goals
• Share ecommerce best practices and product guidance to help customers maximize value from Bold products
• Stay up to date on product enhancements, platform changes, and ecommerce trends
• Support pre-sales, onboarding, and migration-related customer needs
• Triage and manage urgent support issues, escalating when appropriate
• Partner cross-functionally with internal teams to improve the overall customer experience
• Maintain professionalism, empathy, and clear communication in all customer interactions

Platform Engineer, Database Reliability

Product Support Specialist