Technical Support Engineer (Hybrid)

About 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 consistently and quickly resolve incidents. We are not simply transforming an industry, we are carving an entirely new +$B segment 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, Figma, 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.

About the Role

Rootly is revolutionizing the way organizations handle incidents and emergencies and 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 utilize your investigative and problem-solving skills in a fast-paced environment then this could be a great opportunity for you. This is also a great opportunity to help lay the foundations within the Support team here at Rootly. This position follows a hybrid work model, requiring onsite presence three days a week.

• 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.

The Ideal Candidate

• 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 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.
• Nice to have:
  • 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.)

Benefits

• Comprehensive medical, dental, and vision
• 3 weeks vacation + unlimited sick/mental health days + company-wide shutdown EOY
• M3 MacBook Pro of choice
• $1,000 for health and wellness
• $1,000 for home office
• $1,000 for visiting a teammate located in a different geography
• WeWork membership
• Weekly happy hour on Friday
• Learning and advancement budget at your discretion
• Annual retreat - at least once a year we gather together in person 🏝️
• Ground floor opportunity to be an early member of a fast growing venture-backed startup

Rootly is an equal opportunity employer. We aim to create an environment where every team member at Rootly feels like they belong so they can have a greater impact on our business and customers. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.