Rootly is hiring a
Technical Support Specialist

Summary

The job is for a Technical Support Specialist at Rootly, a fast-growing startup backed by reputable investors. The role involves managing customer inquiries, troubleshooting technical issues, providing feedback, and staying updated with product updates and industry trends. The ideal candidate has experience in a technical support role, strong problem-solving skills, excellent communication skills, familiarity with SaaS and cloud-based technologies, knowledge of ticketing systems and CRM tools, and technical knowledge in Terraform, APIs, and liquid markup syntax.

Requirements

• Proven 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
• Familiarity with SaaS and cloud-based technologies
• Knowledge of ticketing systems and customer relationship management (CRM) tools
• Technical knowledge in Terraform, APIs, and liquid markup syntax

Responsibilities

• 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

Preferred Qualifications

Self-motivated, adaptable, and a strong team player

Benefits

• Comprehensive medical, dental and vision
• 3 weeks vacation + unlimited sick/mental health days + company-wide shutdown EOY
• M2 MacBook Pro of choice
• $1,000 for health and wellness
• $1,000 for home office
• $1,000 for visiting a teammate located in a different geography
• WeWork membership
• Weekly happy hour on Friday
• Learning and advancement budget at your discretion
• Annual retreat - at least once a year we gather together in person 🏝️
• Ground floor opportunity to be an early member of a fast growing venture-backed startup