Rootly

Technical Support Engineer

Rootly

full-time

Posted on:

Location Type: Hybrid

Location: Toronto • 🇨🇦 Canada

Visit company website
✨ AI Apply
Apply

Job Level

Mid-LevelSenior

Tech Stack

CloudTerraform

About the role

  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical supportproblem-solvinganalytical thinkingTerraformAPIsliquid markup syntax
Soft skills
communication skillsinterpersonal skillsself-motivatedadaptabilityteam player
Certifications
Bachelor's degree in Computer ScienceBachelor's degree in Information Technology