Technical Support Engineer

Bolt is on a mission to democratize commerce. We relentlessly prioritize our retailers—putting their brands front and center while enabling frictionless shopping at any touchpoint in the customer journey. At the center of it all is our rapidly growing universal shopper network—Bolt merchants such as Revolve, Luisa via Roma, Benefit Cosmetics, Kendra Scott, Lucky Brand Jeans, and Johnny Was can access tens of millions of shoppers, offering them a best-in-class checkout.

And revolutionizing ecommerce is only half of the equation—we’re also transforming the way we work. At Bolt, we have created a work environment where people learn to drive impact, take risks and make big bets, and grow from feedback, all while feeling welcomed and accepted for who they are. Come join us on the adventure today!

Please note, this is a contract-to-hire opportunity with the option to convert to full-time after 3–6 months dependent on business needs. Compensation for this position will be paid on a monthly based on a yearly salary of $105000 USD ($8,750.00 USD/month).

Bolt is looking for an L2 Technical Support Engineer to drive fast, accurate, and high-quality resolution of complex customer issues. Working in partnership with frontline Support, Engineering, Product, and Operations teams, you’ll own the investigation and resolution of escalated technical cases to ensure a reliable and seamless customer experience.

Ideal candidates have the ability to understand technical complexity, take ownership, and practice accountability in each customer interaction. Deep curiosity and the ability to go above and beyond to tackle big problems are key!

What You Will Be Doing

• Serve as the primary escalation point for complex issues from frontline (L1) support, owning investigation through resolution

• Troubleshoot technical problems across platform functionality, integrations, APIs, configurations, and system behavior

• Reproduce issues, analyze logs and transaction data, and determine root cause

• Partner with Engineering and Product to document bugs, provide clear technical context, and track issues through resolution

• Communicate findings, timelines, and next steps to internal stakeholders and customer-facing teams

• Prioritize and manage a queue of escalations to meet SLAs and business impact expectations

• Support incident response efforts, including triage, impact assessment, and post-incident follow-up

• Identify patterns and recurring issues, recommending fixes, automation, or product improvements to reduce volume and friction

• Create and maintain internal knowledge articles, troubleshooting guides, and runbooks to enable L1 and improve resolution speed

• Provide technical guidance and training to frontline teams to increase deflection and confidence

• Participate in the rotating on-call schedule (approximately every 5 weeks)

What Would Set You Up For Success

• 2–5+ years in Technical Support, Support Engineering, or a similar customer-facing technical role

• Strong analytical and troubleshooting skills, with the ability to break down complex system behavior into clear root causes

• You’re comfortable reading application code during investigations and have a working knowledge of how software is written to support effective troubleshooting.

• Experience working with APIs (REST), webhooks, and tools such as Postman, curl, or browser developer tools

• Ability to interpret logs, system data, and technical signals to drive accurate diagnosis

• Clear written communication that translates technical findings into actionable, concise updates for both technical and non-technical audiences

• Experience working in a ticketing or case management system (e.g., DevRev, Zendesk, Jira) with strong ownership and follow-through

• Comfortable working cross-functionally with Engineering, Product, and Operations in a fast-paced environment

• Strong prioritization and time management skills when handling multiple high-impact issues

• A continuous improvement mindset, with a focus on reducing repeat issues through documentation, process changes, or product feedback

• Customer-focused judgment that balances technical accuracy, urgency, and business impact

Check out our Engineering Blog !

Benefits Upon Successful Conversion to Full Time Employee:

• Comprehensive health coverage: Medical, dental and vision

• Remote-first workplace

• Time away: Minimum of 20 days guaranteed PTO, paid holidays + floating holidays, your birthday off!

• Paid parental leave

• Competitive Pay

• Retirement plans

• Virtual and in-person team & company events

In addition to our core values, Bolt is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity and expression, genetic information, pregnancy and related conditions, veteran status or any other reason prohibited by law. On our mission to democratize commerce, the Bolt platform levels the playing field for everyone. As a company, we are committed to designing products, building a culture, and supporting a team that reflects the diverse population we serve (that is, everyone).