Technical Support Specialist, Rootly
More information about location
Incident management platform
Job no longer available
Incident management platform
21-100 employees
Job no longer available
More information about location
21-100 employees
Company mission
To be the go-to way companies respond when things go wrong, helping every organization to be more reliable.
Role
Who you are
- If you love solving complex problems and are looking for an opportunity to utilize your investigative and problem-solving skills in a fast-paced environment then this could be a great opportunity for you
- 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
- Self-motivated, adaptable, and a strong team player
- Technical knowledge in Terraform, APIs, and liquid markup syntax
What the job involves
- This is also a great opportunity to help lay the foundations within the Support team here at Rootly
- 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
Our take
Responding to incidents is a vital function in any business, with the way teams handle issues massively affecting how the company looks to users and stakeholders. With this in mind, Rootly supplies an incident management platform for users to automate tedious parts of their incident response workflows, and ultimately react quicker to problems.
Rootly's automation can be applied to much of the incident response process; such as paging responders, creating incident reports, tracking progress and reporting to stakeholders. Importantly, it can be employed directly from Slack, meaning users can enact responses without switching between platforms.
Rootly is used by a vast range of companies, from startups to members of the Fortune 100, and its clientele includes the likes of Cisco, Shell, Nvidia and Grammarly. Its winning of the 2023 CyberSecurity Breakthrough Award is another stamp of approval for the company. With strong funding secured from Silicon Valley Bank (days before the latter's collapse), Rootly plans to expand product development and invest in sales and marketing to grow its global presence.
Steph
Company Specialist
Insights
Few candidates hear
back within 2 weeks
Company
Funding (2 rounds)
Aug 2023
$12m
SERIES A
Jul 2021
$3.2m
SEED
Total funding: $15.2m
Company 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
Company values
- We relentlessly put transparency first
Company HQ
Civic Center, San Francisco, CA
Articles
Leadership
JJ Tang
(CEO)Former Senior Product Manager at Instacart. Worked at IBM for 3 years, ultimately as Senior Product Manager for IBM Cloud.
Quentin Rousseau
(CTO & CISO)Former Lead Engineer at Mylk Guys. Co-founded PopSQL, and was Senior Reliability Engineer at Instacart.
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