Technical Support Engineer, B2B SaaS

Rootly; Toronto; Hybrid; CAD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive medical, dental, and vision coverage

3 weeks vacation plus unlimited sick days

$500 home office stipend

Access to AI tools

Job summary

A dynamic tech company located in Toronto, Canada is seeking a Technical Support Engineer to revolutionize incident management. The ideal candidate will have a Bachelor's degree in Computer Science or a related field, along with 3+ years of experience in technical support, preferably in a B2B SaaS environment. Responsibilities include managing customer inquiries, providing exceptional technical support, and maintaining comprehensive documentation. This position offers competitive compensation and a hybrid work model, requiring onsite presence three days a week.

Qualifications

• 3+ years' experience in a technical support or customer support role.
• Ability to explain complex technical concepts to both technical and non-technical users.
• Knowledge of monitoring solutions like Datadog and New Relic.

Responsibilities

• Manage incoming requests and inquiries from customers.
• Take ownership of customer issues reported.
• Provide technical support via various communication channels.
• Create and maintain documentation like FAQs and troubleshooting guides.

Skills

Problem-solving skills

Analytical thinking

Communication skills

Interpersonal skills

Knowledge of SaaS and cloud-based technologies

Familiarity with ticketing systems

Self-motivated

Team player

Education

Bachelor's degree in Computer Science or related field

Tools

Terraform

APIs

Liquid markup syntax

Git/Github

Job description

A dynamic tech company located in Toronto, Canada is seeking a Technical Support Engineer to revolutionize incident management. The ideal candidate will have a Bachelor's degree in Computer Science or a related field, along with 3+ years of experience in technical support, preferably in a B2B SaaS environment. Responsibilities include managing customer inquiries, providing exceptional technical support, and maintaining comprehensive documentation. This position offers competitive compensation and a hybrid work model, requiring onsite presence three days a week.