Technical Support Specialist

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’re not simply transforming an industry, we’re 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: 

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.

• 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:

• 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
• 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.

Benefits:

• Comprehensive medical, dental and vision
• 3 weeks vacation + unlimited sick/mental health days + company-wide shutdown EOY
• M2 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