Rootly

Support Engineer

• 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.

Technical Support Engineer