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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Engineer - APAC - **Company:** ROOTLY, INC. - **Location:** San Francisco, CA, United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Software as a Service, Cloud Computing, System Configuration, Issue Tracking Systems, JSON, Python (Programming Language), Remote Desktop Services, Systems Integration, Extensible Markup Language (XML), Datadog, Scripting, Information Technology, Sumo Logic (Software), Terraform, New Relic (SaaS), Pagerduty - **Published:** May 22, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=b2e1269d46439a5a ## About the Role Do you have experience in Ticketing system technical support?, Do you have a Bachelor's degree?, * Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience). * 3+ years' 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. Preferred Experience * Experience in using/administering: + On-call solutions such as: PagerDuty/VictorOps/OpsGenie etc. + Monitoring solutions such as: Datadog, New Relic, SumoLogic etc. + Troubleshooting/reading through logs to determine the cause of the issue. + Git/Github + Statuspage + Scripting experience (JSON/XML/Python etc.) ## Description Rootly is revolutionizing the way organizations handle incidents and emergencies and our cutting-edge platform empowers businesses to respond swiftly and effectively to critical situations, ensuring the safety and well-being of their employees and customers. We're looking for a Technical Support Engineer to join our team. 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. This is also a great opportunity to help lay the foundations within the Support team here at Rootly. This position follows a hybrid work model, requiring onsite presence three days a week. * 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. ## Related Videos - [Debugging in the Dark](https://www.wearedevelopers.com/videos/1658-debugging-in-the-dark) - [AI in Leadership: How Technology is Reshaping Executive Roles](https://www.wearedevelopers.com/videos/1705-ai-in-leadership-how-technology-is-reshaping-executive-roles) - [Tips and Tricks for Working with JSON](https://www.wearedevelopers.com/videos/1229-tips-and-tricks-for-working-with-json) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Software Engineering Social Connection: Yubo’s lean approach to scaling an 80M-user infrastructure](https://www.wearedevelopers.com/videos/1583-software-engineering-social-connection-yubo-s-lean-approach-to-scaling-an-80m-user-infrastructure) - [Introducing JSON Structure](https://www.wearedevelopers.com/videos/100219-introducing-json-structure) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Find a Developer Job: 12 Best Job Sites For Developers](https://www.wearedevelopers.com/magazine/165-find-a-developer-job-12-best-job-sites-for-developers) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)