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Root Inc.

Technical Support Engineer

Root Inc.

Technical Support Engineer at Root focused on client satisfaction and resolving technical issues. Collaborating with teams to ensure effective ticket management and quality solutions.

Posted 6/13/2026full-timeCape Town • 🇿🇦 South AfricaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies
JavaScriptNode.jsTypeScript

About the role

Key responsibilities & impact
  • Investigate and resolve escalated technical tickets at code, configuration, and integration level
  • Diagnose root causes accurately and implement fixes that fully resolve the issue
  • Manage your own ticket queue ensuring ownership and clear status updates
  • Use AI to accelerate investigation and root cause analysis
  • Support in scoping and delivering Change Requests to production standard
  • Communicate the status and resolution of issues clearly to non-technical stakeholders
  • Document fixes, patterns, and workarounds to retain institutional knowledge

Requirements

What you’ll need
  • Bachelor’s degree in a technical or scientific field (Engineering, Computer Science) or similar
  • Demonstrable coding skills (Bachelor’s degree in computer science, boot camp, or equivalent)
  • 3+ years working as a developer or in a technical support or implementation engineering role
  • Experience in the insurance industry is nice to have
  • Experience debugging production systems is nice to have
  • Experience working directly with clients to triage and resolve technical issues is nice to have
  • Strong competency in JavaScript/TypeScript, Node.js, and Git
  • Strong understanding of APIs and software integration
  • Good understanding of data models (e.g. purpose of primary keys, foreign key relationships)

Benefits

Comp & perks
  • Professional development
  • Competitive salary
  • Flexible working hours
  • Remote work options

ATS Keywords

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Hard Skills & Tools
JavaScriptTypeScriptNode.jsGitAPIssoftware integrationdebuggingdata modelsroot cause analysistechnical support
Soft Skills
communicationproblem-solvingownershipstatus updatesdocumentation
Certifications
Bachelor’s degree in Computer ScienceBachelor’s degree in Engineering