Technical Support Engineer

Job not on LinkedIn

🔥 2 minutes ago

🇰🇷 South Korea – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 15%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Rootly

WebsiteLinkedInAll Job Openings

11 - 50 employees

☁️ SaaS

🏢 Enterprise

SaaS • Enterprise

Rootly is a leading incident management platform that provides a comprehensive set of tools for modern on-call response and incident resolution. Their platform offers features like automated incident response, integrations with popular tools such as Slack and Jira, and AI-driven insights for faster incident resolution. Rootly is designed for a variety of organizations, from start-ups to large enterprises, aiming to streamline incident management processes and ensure industry best practices. Focusing on ease of use and powerful automation, Rootly helps organizations of all sizes improve their incident response time and efficiency.

📋 Description

• Manage incoming customer requests and inquiries, including analyzing, prioritizing, and troubleshooting technical issues • Take ownership of reported customer issues through resolution • Provide prompt and accurate feedback to customers • Escalate complex technical issues to appropriate teams while maintaining clear and timely client communication • Provide technical support to B2B clients via email, phone, chat, and remote desktop assistance • Gather and provide client-insight and recurring-issue feedback to the product development team • Stay current with product updates and industry trends to improve technical expertise and support processes • Create and maintain FAQs, troubleshooting guides, and knowledge base articles • Help lay the foundations of Rootly's Support team

🎯 Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience • 3+ years of 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 ability to think analytically • Excellent communication and interpersonal skills, with ability to explain complex technical concepts to technical and non-technical users • Familiarity with SaaS and cloud-based technologies, including integrations, webhooks, configuration, and troubleshooting • Knowledge of ticketing systems and customer relationship management (CRM) tools • Self-motivated, adaptable, and a strong team player • Technical knowledge of Terraform, APIs, and Liquid markup syntax • Experience using or administering on-call solutions such as PagerDuty, VictorOps, or Opsgenie • Experience using or administering monitoring solutions such as Datadog, New Relic, or Sumo Logic • Experience with Git and GitHub • Experience with Statuspage • Experience troubleshooting and reading through logs to determine the cause of an issue • Scripting and data format experience, such as Python, JSON, or XML

🏖️ Benefits

• Competitive compensation and early equity in a fast-growing, venture-backed company • Comprehensive benefits • 3 weeks of vacation • Unlimited sick and mental health days • Company-wide end-of-year shutdown • Stipend for home office setup • Unlimited token usage and access to AI tools • Fast-moving, high-impact environment where leadership and ideas directly shape the future of the company

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