Technical Support Engineer

• Manage incoming customer requests and inquiries, including analyzing, prioritizing, and troubleshooting technical issues
• Take ownership of reported customer issues through resolution
• Provide prompt and accurate feedback to customers
• Escalate complex technical issues to appropriate teams while maintaining clear and timely client communication
• Provide technical support to B2B clients via email, phone, chat, and remote desktop assistance
• Gather and provide client-insight and recurring-issue feedback to the product development team
• Stay current with product updates and industry trends to improve technical expertise and support processes
• Create and maintain FAQs, troubleshooting guides, and knowledge base articles
• Help lay the foundations of Rootly's Support 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 ability to think analytically
• Excellent communication and interpersonal skills, with 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
• Experience using or administering monitoring solutions such as Datadog, New Relic, or Sumo Logic
• Experience with Git and GitHub
• Experience with Statuspage
• Experience troubleshooting and reading through logs to determine the cause of an issue
• Scripting and data format experience, such as Python, JSON, or XML

• Competitive compensation and early equity in a fast-growing, venture-backed company
• Comprehensive benefits
• 3 weeks of vacation
• Unlimited sick and mental health days
• Company-wide end-of-year shutdown
• Stipend for home office setup
• Unlimited token usage and access to AI tools
• Fast-moving, high-impact environment where leadership and ideas directly shape the future of the company