Support Engineer, Afresh
Tier 2
$86-97k
SaaS for grocery store operations
Job no longer available
SaaS for grocery store operations
101-200 employees
Job no longer available
$86-97k
101-200 employees
Company mission
To eliminate food waste and make fresh food accessible to all.
Role
Who you are
- 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
Desirable
- Experience working in startup companies
- Experience in retail or grocery
- Degree in Computer Science or related field
- Experience with Spark
What the job involves
- 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
Our take
Outdated inventory systems remain a major issue for grocers, particularly when it comes to fresh food. Many still rely on manual processes or rigid software that struggles to account for constantly changing factors like demand, shelf life and supply fluctuations. The result is over-ordering, wasted food and unnecessary costs, all problems that become even harder to manage at scale.
Afresh is tackling this with an AI-powered platform built specifically for fresh food operations. Its system helps grocers forecast demand, manage inventory and make smarter ordering decisions across categories like produce, meat and bakery. What started as a replenishment tool has expanded into a broader operating system, supporting planning, buying and day-to-day decision-making across store teams.
The company has grown quickly too, now supporting more than 12,000 grocery departments across North American and partnering with major retailers like Albertsons, Meijer and Wakefern. Following a year of strong growth and new product launches, Afresh is expanding its reach across the food supply chain, with ambitions that go beyond the store level. As pressure mounts on grocers to reduce waste and improve margins, Afresh is ready to be a key player in bringing AI-driven decision-making to the entire fresh food ecosystem.
Freddie
Company Specialist at Welcome to the Jungle
Insights
6% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Aug 2022
$115m
SERIES B
Nov 2020
$13m
SERIES A
Total funding: $147.8m
Company benefits
- Comprehensive health plans
- Generous parental leave
- Equity packages
- 401k matching
- Flexible vacation policy
- Professional development program
- Work from home stipend
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Matt Schwartz
(Co-Founder & CEO)Prior to co-founding Afresh in 2016, Matt worked as a Consultant for Bain & Company.
Nathan Fenner
(Co-Founder & CPO)Nathan has a Bachelors, Masters and MBA from Stanford University. Post studying, they became a Lecturer at Stanford in the Mechanical Engineering department before working at Liquid Robotics for 5 years.
Kristina Kemmer
(CTO)Kristina joined Afresh in 2023 as a Senior VP of Engineering, moving into the role of CTO in 2025. Prior to Afresh, she spent 4 years at Zapier as a Director/VP of Engineering and 2 years at InVision as an Engineering, then Senior Engineering Manager.
Adam Litle
(CRO)Prior to joining Afresh in 2025, Adam was the CEO of Sound Agriculture for over 5 years. He also served as the CRO at Granular for nearly 3 years and worked as a VP of Sales at Monetate for 1 year.
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