Hybrid Technical Support Engineer

at Rootly

• Job title: Technical Support Engineer
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud, Terraform
• Location requirements: Hybrid, Toronto, Canada

About the role

• Technical Support Engineer solving technical inquiries in a hybrid setting at Rootly. Managing customer requests and providing exceptional support for B2B clients.

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.

Requirements

• 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.

Benefits

• 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.
• Learning and development budget at your discretion to support your growth.
• A fast-moving, high-impact environment where your leadership and ideas directly shape the future of the company.