Head of Support

Rootly(1 month ago)

RemoteFull TimeDirector$202,973 - $269,158 (estimated)Support

About this role

The Head of Support leads Rootly’s global support engineering team to ensure customers receive fast, effective technical assistance across Slack, email, and calls. This role is responsible for shaping support operations, ownership of support KPIs, and providing critical customer insights to Product and Engineering. The person will also scale the support organization, create training and career development programs, and drive escalation and incident response processes.

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Required Skills

Technical Expertise
Product Feedback
Incident Escalation
Process Optimization
Team Building
KPI Management
Global Coverage
Cross Functional
Escalation Frameworks
Training Development

+6 more

About Rootly

rootly.com

Rootly is an incident management and response platform for engineering and SRE teams that helps detect, coordinate, and resolve service incidents. It surfaces runbooks and automations directly in collaboration tools (notably Slack) and integrates with popular ops tooling like PagerDuty, Jira, and status pages to streamline alerts, on‑call routing, and ticketing. Rootly centralizes incident timelines, communications, and postmortem workflows, and provides analytics to help teams reduce mean time to resolution and improve reliability. Teams use it to standardize runbooks, automate repetitive tasks during incidents, and accelerate post-incident learning.