As a Technical Support Engineer at Root Platform, you'll ensure client systems run smoothly and efficiently. Your role involves resolving complex technical issues and managing change requests, all while maintaining clear communication with clients and internal teams.
Collaborative and client-focused
Root Platform is dedicated to keeping client systems stable and evolving. As a Technical Support Engineer, you will play a crucial role in ensuring that production systems are protected and restored quickly. Your day-to-day responsibilities will involve investigating and resolving escalated technical tickets, diagnosing root causes, and implementing fixes. You will also manage your own ticket queue, ensuring that no ticket stalls without a clear status and that all resolutions are thoroughly tested before delivery.
In addition to troubleshooting, you will be responsible for managing change requests. This involves scoping and building solutions that meet production standards. You will work closely with clients and internal teams to translate approved change requests into working solutions, ensuring that all work is communicated clearly and delivered on time. Your ability to identify design ambiguities and technical risks before building will be essential to your success in this role.
This position is ideal for someone with a solid technical background and a passion for client satisfaction. You should be comfortable working with code and have strong problem-solving skills. Familiarity with AI tools and automation will be beneficial, but the core focus will be on delivering high-quality support and solutions to clients.
To thrive in this role, you should have at least two years of experience in a technical support or similar position. Strong communication skills are essential, as you will be liaising with both clients and internal teams. If you enjoy tackling complex challenges and are committed to continuous improvement, this role could be a great fit for you.
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