The Role
The Technical Support Engineer will manage customer requests, troubleshoot technical issues, provide support to B2B clients, and enhance documentation.
Summary Generated by Built In
About Rootly
About the Role
What You'll Do
What You'll Need
Preferred Experience
Why Rootly?
At Rootly, we are on a mission to be the go-to way companies respond when things go wrong, helping every organization be more reliable. We do this by building an industry-leading incident management platform that allows companies around the world to consistently and quickly resolve incidents. We are not simply transforming an industry, we are carving out a new multi-billion-dollar category ourselves and need incredible talent to achieve this ambitious goal together.
Customers love Rootly. Some of the fastest-growing companies around the world such as NVIDIA, DoorDash, Uber, Canva, Tripadvisor, Squarespace and more rely on Rootly to power their critical incident management process. They obsess over our delightful enterprise-ready platform and unique partnership model. See why our customers have reviewed us 5 stars on G2.
Investors love Rootly. We are backed by some of the most respected funds in the world from Y Combinator to operators like the CTO of Dropbox and GitHub. We'd be happy to disclose our entire funding and profitability picture live during the interview. As a culture we relentlessly put transparency first. We conduct monthly financial reviews as a team so everyone has a pulse on the health of the business and publish what we are building in our weekly changelog.
Rootly is revolutionizing the way organizations handle incidents and emergencies. Our cutting-edge platform empowers businesses to respond swiftly and effectively to critical situations, ensuring the safety and well-being of their employees and customers. We're looking for a Technical Support Engineer to join our team.
If you love solving complex problems and are looking for an opportunity to use your investigative and problem-solving skills in a fast-paced environment, this could be a great opportunity for you. It's also a chance to help lay the foundations of the Support team here at Rootly. This position follows a hybrid work model, requiring onsite presence three days a week.
- Manage incoming customer requests and inquiries, including analyzing, prioritizing, and troubleshooting technical issues.
- Take ownership of reported customer issues and see problems through to resolution.
- Provide 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 help improve our support processes.
- Create and maintain comprehensive documentation, including FAQs, troubleshooting guides, and knowledge base articles, to assist clients and the internal team.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
- 3+ years of 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, webhooks, configuration, and troubleshooting.
- Knowledge of ticketing systems and customer relationship management (CRM) tools.
- Self-motivated, adaptable, and a strong team player.
- Technical knowledge of Terraform, APIs, and Liquid markup syntax.
- Experience using or administering:
- On-call solutions such as PagerDuty, VictorOps, or Opsgenie.
- Monitoring solutions such as Datadog, New Relic, or Sumo Logic.
- Git and GitHub.
- Statuspage.
- Troubleshooting and reading through logs to determine the cause of an issue.
- Scripting and data format experience, such as Python, JSON, or XML.
We're not just another startup. We're building something category-defining and want teammates who crave ownership, love solving hard problems, and thrive in a high-bar, high-impact environment.
Here's what you can expect when you join Rootly:
- Competitive compensation and early equity in a fast-growing, venture-backed company.
- Comprehensive benefits.
- 3 weeks of vacation, plus unlimited sick and mental health days, and a company-wide end-of-year shutdown to recharge.
- 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.
Our team is growing, and this is a newly created vacancy that we may hire more than one person to fill.
As we build out the team, we may use AI to support parts of our interview process, like reviewing assessments, but it's a tool that helps our people, not a substitute for their judgement.
If this sounds like the kind of challenge and opportunity you're looking for, apply now and let's build something great together.
Accommodations are available on request at any stage of our recruitment process. Contact [email protected] and we will work with you to meet your needs confidentially.
Skills Required
- 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
- Strong problem-solving skills
- Excellent communication and interpersonal skills
- Familiarity with SaaS and cloud-based technologies
- Knowledge of ticketing systems and CRM tools
- Technical knowledge in Terraform, APIs, and liquid markup syntax
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Rootly is an incident management platform on Slack that helps automate manual admin work during incidents. Leading companies such as NVIDIA, Squarespace, Canva, Grammarly, OpenSea, Figma, and countless others trust Rootly to build a consistent incident response process. See why they rate us 5 stars on G2: https://www.g2.com/products/rootly-manage-incidents-on-slack/reviews
