Technical Support Engineer

About Rootly

About the Role

• Managing incoming requests and inquiries from customers which includes analyzing, prioritizing, and troubleshooting technical inquiries
• Taking ownership of customer issues reported, see problems through to resolution
• Providing prompt and accurate feedback to customers
• Escalate complex technical issues to the appropriate teams while ensuring clear and timely communication with clients
• Provide exceptional technical support to our B2B clients via various channels, including email, phone, chat, and remote desktop assistance.
• Gather and provide feedback to the product development team based on client insights and recurring technical issues.
• Stay up-to-date with product updates and industry trends to enhance your technical expertise and contribute to improving our support processes.
• Create and maintain comprehensive documentation, including FAQs, troubleshooting guides, and knowledge base articles, to assist clients and the internal team.

What You'll Need

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• 3+ years' experience in a technical support or customer support role, preferably in a B2B SaaS environment working with a technical product
• Strong problem-solving skills and the ability to think analytically.
• Excellent communication and interpersonal skills, with the ability to explain complex technical concepts to technical and non-technical users.
• Familiarity with SaaS and cloud-based technologies including integrations, web-hooks, configuration and troubleshooting.
• Knowledge of ticketing systems and customer relationship management (CRM) tools.
• Self-motivated, adaptable, and a strong team player.
• Technical knowledge in Terraform, APIs, and liquid markup syntax.

Preferred Experience

• Experience in using/administering:
  • On-call solutions such as: PagerDuty/VictorOps/OpsGenie etc.
  • Monitoring solutions such as: Datadog, New Relic, SumoLogic etc.
  • Troubleshooting/reading through logs to determine the cause of the issue.
  • Git/Github
  • Statuspage
  • Scripting experience (JSON/XML/Python etc.)

Why Rootly?

• Competitive compensation and early equity in a fast-growing, venture-backed company.
• Comprehensive medical, dental, and vision coverage.
• 3 weeks of vacation, plus unlimited sick and mental health days, and a company-wide end-of-year shutdown to recharge.
• $500 stipend for home office setup.
• Unlimited token usage and access to AI tools
• A fast-moving, high-impact environment where your leadership and ideas directly shape the future of the company.