About the role
Who you are
- Lead by example; you’ll be out in front with your team
- 6–8 years of Solutions Engineering, Technical Support, or Software Engineering experience (or a mix!)
- Strong technical literacy across APIs, debugging workflows, logs/monitoring tools, and modern DevOps/SRE environments (experience with tools like Datadog or Sentry is a plus)
- Experience mentoring and growing others into a support engineer role
- Ability to thrive under pressure, maintain a results-oriented mindset, and collaborate effectively as part of a team
- A background working in a DevOps environment is ideal
- Experience operating or supporting incident management, escalation, or on-call processes is a strong advantage
What the job involves
- As Head of Support, you’ll lead an incredible team of support engineers who engage with our customers through Slack, email, and calls to ensure they walk away from a Rootly interaction with a smile on their face
- Leaders at Rootly dive into the details. If you enjoy jumping into the queue, working directly with customers, and developing the support leaders of the future, this is the role for you
- Being a technical expert; no one will know Rootly better than you
- Deeply understanding the product and providing actionable feedback to Product and Engineering
- Leading escalations with large customers and jumping into the queue to help your team
- Building lightweight processes to help speed up responses to our customers
- Building and scaling a growing team of support engineers around the world
- Owning support KPIs such as SLAs/SLOs, CSAT, response and resolution time, and overall quality of service
- Designing scalable global support operations, including coverage models, staffing, and tooling to support Rootly’s growth
- Acting as a key cross-functional partner to Engineering, Product, and Customer Success to ensure customer insights, bugs, and feature requests flow efficiently across the company
- Establishing structured escalation frameworks and incident response workflows for high-severity issues
- Creating training, onboarding, and career development programs to grow support engineers into future leaders
About Rootly
Software Development
51-200
AI-powered on-call and incident response.
Beautiful, modern, and Slack-native incident management—from your first alert to retrospective.
Trusted by 100s of leading companies including NVIDIA, Squarespace, Canva, Grammarly, Elastic, Tripadvisor, and Figma.
See why they rate us 5 stars on G2: https://www.g2.com/products/rootly-manage-incidents-on-slack/reviews
About the role
Who you are
- Lead by example; you’ll be out in front with your team
- 6–8 years of Solutions Engineering, Technical Support, or Software Engineering experience (or a mix!)
- Strong technical literacy across APIs, debugging workflows, logs/monitoring tools, and modern DevOps/SRE environments (experience with tools like Datadog or Sentry is a plus)
- Experience mentoring and growing others into a support engineer role
- Ability to thrive under pressure, maintain a results-oriented mindset, and collaborate effectively as part of a team
- A background working in a DevOps environment is ideal
- Experience operating or supporting incident management, escalation, or on-call processes is a strong advantage
What the job involves
- As Head of Support, you’ll lead an incredible team of support engineers who engage with our customers through Slack, email, and calls to ensure they walk away from a Rootly interaction with a smile on their face
- Leaders at Rootly dive into the details. If you enjoy jumping into the queue, working directly with customers, and developing the support leaders of the future, this is the role for you
- Being a technical expert; no one will know Rootly better than you
- Deeply understanding the product and providing actionable feedback to Product and Engineering
- Leading escalations with large customers and jumping into the queue to help your team
- Building lightweight processes to help speed up responses to our customers
- Building and scaling a growing team of support engineers around the world
- Owning support KPIs such as SLAs/SLOs, CSAT, response and resolution time, and overall quality of service
- Designing scalable global support operations, including coverage models, staffing, and tooling to support Rootly’s growth
- Acting as a key cross-functional partner to Engineering, Product, and Customer Success to ensure customer insights, bugs, and feature requests flow efficiently across the company
- Establishing structured escalation frameworks and incident response workflows for high-severity issues
- Creating training, onboarding, and career development programs to grow support engineers into future leaders
About Rootly
Software Development
51-200
AI-powered on-call and incident response.
Beautiful, modern, and Slack-native incident management—from your first alert to retrospective.
Trusted by 100s of leading companies including NVIDIA, Squarespace, Canva, Grammarly, Elastic, Tripadvisor, and Figma.
See why they rate us 5 stars on G2: https://www.g2.com/products/rootly-manage-incidents-on-slack/reviews