Senior Support Engineer I
Afresh Technologies · Remote - United States
About this role
**Senior Support Engineer I — Afresh** Afresh is the AI platform for grocery—built to tackle fresh food waste at massive scale. We empower grocers like Albertsons, Meijer, and Wakefern to make smarter decisions across their enterprise, orchestrating billions of decisions from the store floor to the distribution center. --- ## About the Role As a **Principal Support Engineer** at Afresh, you’ll be the person who understands how our platform behaves for grocery partners. You’ll own complex escalations that others can’t resolve, then work upstream to eliminate or minimize recurrence—quantifying impact, building tooling and agentic AI workflows to deflect future volume, and driving cross-functional efforts to address root causes. This is a **senior individual contributor** role with broad scope: you’ll be given goals (not tasks) and expected to quickly develop deep expertise across products and the complex data relationships behind them. --- ## What You’ll Do - **Own the most complex escalations end to end**, including data mapping defects, recommendation/forecast anomalies, and integration or data-feed failures. - **Identify and lead large initiatives** that deliver critical impact against department OKRs (e.g., raising ticket deflection, reducing average handle time, reducing escalations to cross-functional teams). - **Define and report impact metrics**: establish baselines, quantify improvements, and publish results on a regular cadence. - **Build tooling to remove manual work**, using SQL/Python, Databricks, Looker dashboards/notebooks, Stylo workflows, Claude/Cowork skills, and lightweight automations. - **Drive cross-functional change** with teams outside Support (Solutions Engineering, Data Engineering, Product Engineering, Operations) to fix systems generating ticket volume. - **Multiply the team** by mentoring Tier 1/2 engineers, leading training, and writing playbooks/source-of-truth documentation. - **Be visible beyond Support**: present in tech demos, share data-driven updates company-wide, join account reviews, and represent Support in cross-functional forums. - **Master partner-specific behavior** across retailers/banners and serve as the escalation point when judgment calls must reach Product/Engineering/customer. --- ## What Will Make You a Great Fit - **5+ years** in technical support engineering, solutions engineering, data engineering, or a comparable role where you owned root-cause analysis on production data. - **Advanced SQL** (comfortable reasoning about joins across large, imperfect datasets; validate against authoritative sources). - Proven ability to **own complex cross-functional initiatives end to end**, including securing commitments and driving decisions. - A **measurement instinct**: define success numerically before building; speak to results. - Proficiency building with **AI tools** (e.g., Claude or other agentic platforms) with sound judgment about when automation is trustworthy. - **Python (or similar)** scripting ability to automate investigation and data work. - Clear, calm written communication and an instinct to **teach**. - Comfort with ambiguity and a bias toward shipping iterative solutions. - **Self-direction**: set milestones and progress without heavy oversight. --- ## Nice to Have - Grocery/retail/supply chain domain knowledge (ordering, replenishment, assortment, or fresh department operations). - Experience with **Databricks, Zendesk, Stylo**, or workflow automation platforms. - Expe
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