Technical Support Engineer
Confirmed live in the last 24 hours
Rootly

1-10 employees

Automated incident management platform on Slack
Company Overview
Rootly stands out as a trusted incident management platform, streamlining administrative tasks during incidents for industry leaders like NVIDIA, Squarespace, and Canva, demonstrating its competitive advantage in efficiency and reliability. Its integration with Slack and consistent incident response process are key technical innovations that have earned it a 5-star rating on G2. Rootly's clientele, including top-tier companies in various industries, underscores its industry leadership.
Data & Analytics
B2B

Company Stage

Series A

Total Funding

$15.2M

Founded

2021

Headquarters

San Francisco, California

Growth & Insights
Headcount

6 month growth

0%

1 year growth

50%

2 year growth

125%
Locations
Remote
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Terraform
CategoriesNew
Customer Success & Support
Customer Support
IT & Security
IT Support
Requirements
  • Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
  • Proven 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
  • 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
Responsibilities
  • 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.