Technical Support Engineer

Mission

As a Technical Support Engineer at Root you keep our clients’ running, stable, and evolving. Where the Solutions Engineer builds for launch, you own what happens after - ensuring ongoing client satisfaction, that bugs get resolved, and that the steady stream of BAU changes are delivered with the same engineering rigour as the original build.

You are the technical specialist within the Support team, sitting above first-line triage and acting as the deepest layer of client-side resolution before work reaches core engineering. You will investigate and fix production issues at code level, build solutions for approved Change Requests, and develop the kind of platform breadth understanding that makes you the fastest path to an answer when something complex breaks.

You will work closely with Client Success and Delivery to ensure that what you build is right, well-tested, and clearly communicated, to clients and to the colleagues who will maintain it after you.

• First-Time Fix Rate Measure: % of resolved Tier 2 tickets that do not reopen within 14 days.
  Target: ≥ 85%

• CR Delivery Accuracy Measure:
  Average variance between estimated and actual effort for Change Request delivery. Target: ≤ 20% variance

• SLA Measure: % of Tier 2 tickets resolved within the agreed response and resolution SLA per severity tier. Target: ≥ 90%

• Investigate and resolve escalated technical tickets at code, configuration, and integration level.

• Diagnose root causes accurately, not just symptoms, and implement fixes that fully resolve the issue, and document findings clearly so problems don't recur.

• Manage your own ticket queue with ownership: no ticket stalls without a clear status, and no resolution is delivered without a test.

• Know when to elevate to core engineering and give them everything they need to act quickly.

• Uses AI to accelerate investigation and root cause analysis

• Applies critical thinking to validate AI-generated technical outputs

• Improves documentation and knowledge management through AI-assisted workflows

• Identifies opportunities to automate repetitive support tasks

• Help solution and scope CRs before build: turn requests into clear technical approaches with agreed boundaries and acceptance criteria.

• Translate approved CRs into working solutions: configuring Product Modules, updating business logic, adjusting integration behaviour, or building middleware.

• Flag design ambiguity or technical risk before building, not after.

• Build to the same standard as implementation work - clean code, solid tests, maintainable output.

• Keep CR delivery on track: scoped, communicated, and closed cleanly.

• Communicate the status, cause, and resolution of issues in clear, plain language to non-technical stakeholders.

• Keep Support and Client Success informed so they can manage client expectations

• Join client-facing conversations when technical clarification is needed, and carry the discussion with confidence.

• Document fixes, patterns, and workarounds so institutional knowledge is retained and shared.

• Identify recurring issue types and surface them as systemic - feeding structured insight back to Product and Engineering.

• Contribute to internal tooling, runbooks, and playbooks that raise the floor for the whole support team.

• Strong competency in JavaScript/Type Script, Node.js, and Git.

• Strong understanding of APIs and software integration - able to trace failures across system boundaries.

• Good understanding of data models (e.g. purpose of primary keys, foreign key relationships).

• Able to read, understand, and modify existing Root Platform configurations and middleware without needing full context up front.

• Use AI tools responsibly to accelerate technical investigation, log analysis, issue triage, documentation, scripting, and support operations while maintaining strong technical validation and judgment.

• Advantageous: AWS tools (S3, Lambda, EC2, API Gateway, IAM, Dynamo
  
  DB);
  Mocha and Chai unit…