{"id":93770,"url":"https://alion.io/job/rootly-technical-support-engineer-apac","title":"Technical Support Engineer - APAC","company":{"id":35600,"name":"Rootly","domain":"rootly.com","url":"https://alion.io/company/rootly","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Gem","truth_index":{"grade":"B","score":79,"open_postings":15,"ghost_share":0.267,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":286,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":40000,"max_usd":91000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":611},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Canva","optional":false},{"name":"Dropbox","optional":false},{"name":"Figma","optional":false},{"name":"GitHub","optional":false},{"name":"Incident Management","optional":false},{"name":"Terraform","optional":false},{"name":"Datadog","optional":true},{"name":"Git","optional":true},{"name":"New Relic","optional":true},{"name":"Opsgenie","optional":true},{"name":"PagerDuty","optional":true},{"name":"Python","optional":true},{"name":"Sumo Logic","optional":true}],"status":"live","first_seen_at":"2026-05-21T03:00:13Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-17T11:07:34Z","board_verified":true,"closed_at":null,"days_open":149,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":149},"description":"About Rootly\nAt Rootly, 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.\nCustomers 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.\nInvestors 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.\nAbout the Role\nRootly 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.\nIf 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.\nManaging incoming requests and inquiries from customers which includes analyzing, prioritizing, and troubleshooting technical inquiries\nTaking ownership of customer issues reported, see problems through to resolution\nProviding prompt and accurate feedback to customers\nEscalate complex technical issues to the appropriate teams while ensuring clear and timely communication with clients\nProvide exceptional technical support to our B2B clients via various channels, including email, phone, chat, and remote desktop assistance.\nGather and provide feedback to the product development team based on client insights and recurring technical issues.\nStay up-to-date with product updates and industry trends to enhance your technical expertise and contribute to improving our support processes.\nCreate and maintain comprehensive documentation, including FAQs, troubleshooting guides, and knowledge base articles, to assist clients and the internal team.\nWhat You'll Need\nBachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).\n3+ years' experience in a technical support or customer support role, preferably in a B2B SaaS environment working with a technical product\nStrong problem-solving skills and the ability to think analytically.\nExcellent communication and interpersonal skills, with the ability to explain complex technical concepts to technical and non-technical users.\nFamiliarity with SaaS and cloud-based technologies including integrations, web-hooks, configuration and troubleshooting.\nKnowledge of ticketing systems and customer relationship management (CRM) tools.\nSelf-motivated, adaptable, and a strong team player.\nTechnical knowledge in Terraform, APIs, and liquid markup syntax.\nPreferred Experience\nExperience in using/administering:On-call solutions such as: PagerDuty/VictorOps/OpsGenie etc.\nMonitoring solutions such as: Datadog, New Relic, SumoLogic etc.\nTroubleshooting/reading through logs to determine the cause of the issue.\nGit/Github\nStatuspage\nScripting experience (JSON/XML/Python etc.)\n\nWhy Rootly?\nWe’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.\nHere’s what you can expect when you join Rootly:\nCompetitive compensation and early equity in a fast-growing, venture-backed company.\nComprehensive benefits.\n3 weeks of vacation, plus unlimited sick and mental health days, and a company-wide end-of-year shutdown to recharge.\nStipend for home office setup.\nUnlimited token usage and access to AI tools.\nA fast-moving, high-impact environment where your leadership and ideas directly shape the future of the company.\nIf this sounds like the kind of challenge and opportunity you’re looking for, apply now and let’s build something great together.","description_format":"text","description_chars":4887,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity","Home office","Hybrid work"],"hiring_locations":[{"name":"South Korea","iso":"KR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Incident Response","Observability & APM"],"lifecycle":[{"event":"open","at":"2026-05-21T03:00:13Z"}],"visa":[],"liveness":{"score":58,"band":"ok","label":"Likely open","p_open":1,"p_active":0.808,"p_room":0.72,"age_days":149,"expected_fill_days":286,"reasons":["conf:1","win:mid","crowd:"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/rootly-technical-support-engineer-apac","json_url":"https://alion.io/job/rootly-technical-support-engineer-apac.json","meta":{"generated_at":"2026-10-17T11:29:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15008,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":35600},"rest":"https://alion.io/mcp/rest/get_company?id=35600"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Frootly-technical-support-engineer-apac"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Frootly-technical-support-engineer-apac"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Frootly-technical-support-engineer-apac"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/rootly-technical-support-engineer-apac\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Frootly-technical-support-engineer-apac"}]}