Hybrid Technical Support Engineer at Rootly

Drive incident management excellence as a Technical Support Engineer with Rootly, blending investigative skills in a supportive hybrid environment. Engage with B2B clients and ensure seamless support every day.

Rootly is looking for a Technical Support Engineer to enhance its outstanding incident management platform. This hybrid role emphasizes strong problem-solving and analytical skills, with significant interaction with B2B customers. You will help establish the Support team by addressing technical inquiries and maintaining high customer satisfaction.

Key Responsibilities:

• Manage and prioritize incoming customer technical requests

• Take ownership of issues until resolution across channels

• Escalate complex issues with clear customer communication

• Provide exceptional support via email, phone, chat, and remote assistance

• Create and maintain comprehensive documentation and FAQs

Requirements:

• Bachelor's degree in Computer Science or IT or equivalent experience

• 3+ years in technical support, ideally within B2B SaaS

• Strong analytical and problem-solving abilities

• Excellent communication skills to bridge technical concepts

• Familiarity with SaaS technologies, ticketing systems, and APIs

Utilize your technical expertise to advance incident management solutions while engaging in meaningful customer interactions with Rootly.
#J-18808-Ljbffr