Technical Support Engineer

This is a fully remote position, open to applicants in South Korea.

📋 Description

• Oversee incoming customer requests and inquiries, which includes analyzing, prioritizing, and resolving technical issues.

• Assume responsibility for customer-reported issues until they are resolved.

• Deliver timely and accurate feedback to customers.

• Refer complex technical challenges to the appropriate teams while ensuring clear and prompt communication with clients.

• Offer technical support to B2B clients through email, phone, chat, and remote desktop assistance.

• Collect and relay client insights and recurring issue feedback to the product development team.

• Keep up-to-date with product enhancements and industry trends to enrich technical knowledge and support procedures.

• Develop and maintain FAQs, troubleshooting guides, and knowledge base articles.

• Assist in establishing the foundation 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 position, ideally within a B2B SaaS environment dealing with a technical product.

• Strong analytical thinking and problem-solving capabilities.

• Exceptional communication and interpersonal skills, with the ability to clarify complex technical concepts to both technical and non-technical users.

• Familiarity with SaaS and cloud-based technologies, including integrations, webhooks, configuration, and troubleshooting.

• Proficient in ticketing systems and customer relationship management (CRM) tools.

• Self-driven, adaptable, and a collaborative team player.

• Technical understanding of Terraform, APIs, and Liquid markup syntax.

• Experience with or managing on-call solutions such as PagerDuty, VictorOps, or Opsgenie.

• Experience with or managing monitoring solutions such as Datadog, New Relic, or Sumo Logic.

• Proficient in using Git and GitHub.

• Familiar with Statuspage.

• Experience in troubleshooting and analyzing logs to identify the root cause of issues.

• Knowledge of scripting and data formats, such as Python, JSON, or XML.

🏝️ Benefits

• Competitive salary and early equity in a rapidly growing, venture-backed organization.

• Comprehensive benefits package.

• 3 weeks of vacation.

• Unlimited sick leave and mental health days.

• Company-wide shutdown at the end of the year.

• Stipend for home office setup.

• Unlimited token usage and access to AI tools.

• A dynamic and impactful work environment where leadership and ideas directly influence the company's future.