gem
Technical Support Engineer
Rootly
Toronto, CAN
Full-time
Mid · 3+ years experience
Hybrid
Discovered 3 weeks ago
TerraformAPIsLiquidGitDatadogNew Relic
Free
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Role Overview
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.
Key Skills for This Role
TerraformAPIsLiquidGitDatadogNew Relic
Full Job Posting
About the Role
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.
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