ServiceRocket is hiring a
Technical Support Engineer

Summary

Join our team at ServiceRocket and be part of the Rocketeer Nation! We're seeking a friendly, polished communicator to provide technical support for cloud-based BI solutions. As a Rocketeer, you'll work closely with Customer Success, Engineering, and Product Management to represent the voice of the customer. This role requires flexibility to work on rotational shift work and weekend coverage if necessary.

Requirements

• Bachelor's degree in Technology, Computer Science, Networks or similar
• 2+ years of experience in a technical support role, preferably with cloud-based applications
• Strong knowledge of BI tools (e.g., Superset, Preset, Tableau, Power BI, Looker, etc.)
• Proficiency in SQL, Python, or other scripting languages used for data queries and analysis
• Hands-on experience troubleshooting APIs, data pipelines, and ETL processes
• Excellent communication skills, with the ability to explain complex technical concepts to non-technical users
• Ability to work independently, manage multiple priorities, and stay calm under pressure
• Strong problem-solving and analytical skills with a customer-focused mindset
• Ability to work remotely across time zones
• Strong communication skills in English

Responsibilities

• Provide prompt, high-quality technical support for cloud-based BI solutions (dashboards, reporting tools, analytics platforms)
• Troubleshoot and resolve issues related to data integration, connectivity, performance, and application errors
• Act as a liaison between customers and internal teams, escalating critical issues when necessary
• Collaborate with product, development, and QA teams to enhance the functionality of BI tools and ensure smooth software releases
• Educate customers on best practices and features of the BI tools to optimize their usage
• Participating in building and maintaining technical documentation and knowledge bases for troubleshooting
• Participate in on-call rotations Identify and recommend process improvements to deliver the highest level of customer satisfaction

Benefits

• Share the fruit program
• Stock options
• Health insurance
• Retirement plan/funds saving
• Career pathways program
• Generous monthly fixed allowances including. Rockettoria, Scholarship & Learning, Tech Choice, Wellness
• Generous PTO plus one cultural heritage and community day