Technical Support Engineer, Rootly

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
• 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, 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

Desirable

• 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