--- title: 'Technical Support Engineer at Rootly' canonical: 'https://feeny.ai/job/technical-support-engineer-rootly-w1yya8b3dqsg' type: 'job' last_seen: '2026-09-05' --- # Technical Support Engineer at Rootly - **Company:** Rootly - **Employment:** full-time - **Work type:** hybrid - **Posted:** 2026-01-02 - **Last confirmed live:** 2026-09-05 - **Apply:** https://jobs.gem.com/rootly/5013887007 ## Job description ## About Rootly At [Rootly](https://rootly.com/), we are on a mission to be the go-to way companies respond when things go wrong, helping every organization be more reliable. We do this by building an industry-leading incident management platform that allows companies around the world consistently and quickly resolve incidents. We are not simply transforming an industry, we are carving an entirely new +$B segment ourselves and need incredible talent to achieve this ambitious goal together. Customers love Rootly. Some of the fastest growing companies around the world such as NVIDIA, Figma, Canva, Tripadvisor, Squarespace and more rely on Rootly to power their critical incident management process. They obsess over our delightful enterprise-ready platform and unique partnership model. See why our customers have reviewed us [5 stars on G2](https://www.g2.com/products/rootly-manage-incidents-on-slack/reviews). Investors love Rootly. We are backed by some of the most respected funds in the world from Y Combinator to operators like the CTO of Dropbox and GitHub. We'd be happy to disclose our entire funding and profitability picture live during the interview. As a culture we relentlessly put transparency first. We conduct monthly financial reviews as a team so everyone has a pulse on the health of the business and publish what we are building in our [weekly changelog](https://rootly.com/changelog). ## About the Role 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. ## What You'll Need - 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.) Why Rootly? We’re not just another startup. We’re building something category-defining and want teammates who crave ownership, love solving hard problems, and thrive in a high-bar, high-impact environment. Here’s what you can expect when you join Rootly: - Competitive compensation and early equity in a fast-growing, venture-backed company. - Comprehensive medical, dental, and vision coverage. - 3 weeks of vacation, plus unlimited sick and mental health days, and a company-wide end-of-year shutdown to recharge. - $500 stipend for home office setup. - Unlimited token usage and access to AI tools - A fast-moving, high-impact environment where your leadership and ideas directly shape the future of the company. If this sounds like the kind of challenge and opportunity you’re looking for, apply now and let’s build something great together. Rootly is an equal opportunity employer. We aim to create an environment where every team member at Rootly feels like they belong so they can have a greater impact on our business and customers. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. ## About Rootly ## Company Overview - **One-liner**: Rootly is an AI-native incident management and on-call platform that helps engineering teams resolve incidents faster, learn continuously, and sleep better. - **Entity Type**: Private (Series A, raised $15.3M total) - **Headquarters**: Toronto, Ontario, Canada (with an office in San Francisco) - **Founded**: 2021 - **Founders**: JJ Tang (CEO) and Quentin Rousseau (CTO/CISO) ## Core Business - **Primary industry**: Software Development / Incident Management / DevOps - **Target customers**: B2B, serving engineering teams at companies ranging from startups to large enterprises (e.g., Dropbox, Lattice, Webflow, Figma, LinkedIn, NVIDIA) - **Mission**: To help every organization become more reliable by bringing clarity and structure to incident response. ## Products & Services - **Incident Response**: End-to-end incident lifecycle management – declare incidents, spin up Slack channels, coordinate responders, track tasks, and automate operational busywork – all within Slack or Microsoft Teams. - **On-Call**: AI-powered scheduling, paging, escalation, and coverage requests with a mobile-first experience designed to reduce alert fatigue. - **AI SRE Agents**: Autonomous agents that connect signals (code changes, telemetry, past incidents) to provide probable root cause analysis, suggested fixes, and reasoning – helping responders move faster. - **Status Pages**: Public and private status pages to keep customers and stakeholders updated during incidents. - **Retrospectives**: Collaborative post-incident reviews with AI-generated timelines, summaries, and action-item tracking to turn incidents into learning. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed (private company) - **Key Metric**: Annual revenue of $1.2M (per LinkedIn); total funding of $15.3M (Seed + Series A) - **Notable Investors/Partners**: Y Combinator (S21), XYZ Venture Capital (Seed lead), Renegade Partners (Series A lead) - **Growth Signals**: 58 employees (+33.9% YoY); workforce distributed across 8 countries; active job postings up +1300% year-over-year; used by 100+ companies including Figma, LinkedIn, and NVIDIA. ## Competitive Advantages - **AI-native platform**: Built with AI at the core – automated RCA, AI meeting bot scribing, instant catch-up summaries, and AI-generated retros reduce cognitive load during incidents. - **Deep integrations**: Works seamlessly with Slack, Teams, Jira, Zoom, Terraform, API, and MCP server – allowing teams to operate without leaving their existing tools. - **Purpose-built for modern teams**: Codified from millions of real-world incidents, designed for teams that can’t afford downtime yet simple enough for anyone to use. ## Strategic Focus - **AI-driven reliability**: Continuing to embed AI across the incident lifecycle to automate diagnosis, remediation, and learning. - **Global expansion**: Hiring across US, Canada, Europe, and Singapore; building a distributed workforce to serve a global customer base. - **Product-led growth**: Offering a modular platform (incident response, on-call, AI SRE, status pages, retrospectives) that teams can adopt individually or as a whole. ## Why Work Here - **Culture**: Fast-moving, high-impact environment where employees own big problems from day one. Transparent interview process including a paid work trial to ensure mutual fit. - **Work policy**: Hybrid – hires across US, Canada, Europe, and Singapore; free lunches at HQ (Toronto); remote-friendly with flexible timezones. - **Perks**: Competitive salary, meaningful equity, 401(k) matching (US employees), top-tier medical/dental/vision/life insurance, flexible PTO, company holidays, team off-sites, year-end shutdown, annual home office stipend, and top-tier hardware. - **Engineering culture**: Obsession with building simple but powerful design, reliability-first infrastructure, and customer-driven iteration. AI is central to how the team builds and evaluates candidates. ## Sources 1. [rootly.com/careers](https://rootly.com/careers) 2. [rootly.com](https://rootly.com/) 3. [ca.linkedin.com/company/rootlyhq](https://ca.linkedin.com/company/rootlyhq) 4. [ycombinator.com/companies/rootly](https://www.ycombinator.com/companies/rootly) 5. [jobs.gem.com/rootly](https://jobs.gem.com/rootly) ## Other roles at Rootly - [Forward Deployed Technical Product Manager](https://feeny.ai/job/forward-deployed-technical-product-manager-rootly-42517371gs8f) - [Member of Technical Staff, Intern](https://feeny.ai/job/member-of-technical-staff-intern-rootly-toronto-8q76y5dm7q4b) — Toronto, Canada - [Strategic Customer Success Manager (Bay Area)](https://feeny.ai/job/strategic-customer-success-manager-bay-area-rootly-bay-area-p4w9j18zvsn9) — Bay Area - [Enterprise Account Executive (Bay Area)](https://feeny.ai/job/enterprise-account-executive-bay-area-rootly-remote-aw4hwphz4qnv) - [AI Quality Engineer](https://feeny.ai/job/ai-quality-engineer-rootly-k4e9bcfc4h82) - [Manager, Mid Market Sales](https://feeny.ai/job/manager-mid-market-sales-rootly-ajz6qs5dyarf) - [Technical Support Engineer - APAC](https://feeny.ai/job/technical-support-engineer-apac-rootly-japan-7788299p06cv) — Japan - [Business Development Representative](https://feeny.ai/job/business-development-representative-rootly-50sqtwzy96k0) - [Senior Platform Engineer](https://feeny.ai/job/senior-platform-engineer-rootly-q8dx19585e5g) - [Head of Platform Engineering](https://feeny.ai/job/head-of-platform-engineering-rootly-d4bdkrbm06d4)