Who you are

- 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

- Experience in using/administering:
- On-call solutions such as: PagerDuty/VictorOps/OpsGenie etc

- Monitoring solutions such as: Datadog, New Relic, SumoLogic etc

- Troubleshooting/reading through logs to determine the cause of the issue

- Git/Github

- Statuspage
- Scripting experience (JSON/XML/Python etc.)

What the job involves

- Rootly is revolutionizing the way organizations handle incidents and emergencies and our cutting-edge platform empowers businesses to respond swiftly and effectively to critical situations, ensuring the safety and well-being of their employees and customers

- We’re looking for a Technical Support Engineer to join our team

- If you love solving complex problems and are looking for an opportunity to utilize your investigative and problem-solving skills in a rapid-paced environment then this could be a great opportunity for you





- This is also a great opportunity to help lay the foundations within the Support team here at Rootly

- This position follows a hybrid work model, requiring onsite presence three days a week

- 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

Benefits

- Medical, dental, vision, and life coverage for you and your dependents

- Flexible PTO, plus company holidays, team off-sites, and a year-end shutdown to recharge

- Meaningful equity in a high-growth company, and 401(k) matching for US employees

- Hybrid work (we hire across the US, Canada, Europe, and Singapore)

- Free lunches at HQ
- Fast-moving, high-impact environment where you have autonomy to own big problems from day one

- Top-tier hardware and tools, plus an annual stipends for home offices

📌 Technical Support Engineer (Toronto)
🏢 Rootly
📍 Toronto