Incident.io

Actively Hiring

Technical Support Engineer

London, UK

Full time

Role Overview

The Technical Support Team is usually the first line of communication between incident.io and our customers, playing a crucial role in ensuring our customers have the best possible experience with our product.

About Incident.io

incident.io is the AI software reliability platform trusted by engineering teams at Netflix, Etsy, and 2,000+ companies who can't afford downtime. We've raised $96 million from Index Ventures, Insight Partners, and Point Nine, and we're growing fast.

Key Responsibilities

Delivering a world-class customer experience for inbound support questions over Slack and Pylon
Acting as the voice of the customer, by capturing product feedback and feature requests for Product and Engineering
Handling technical challenges that arise with customers in partnership with our Customer Success Managers
Expanding our technical support processes in collaboration with the Head of Technical Support
Resolving customer technical issues directly with Engineering, to debug integration issues, write custom scripts, and work with our API

Requirements & Eligibility

Proven experience in a similar role, preferably at a SaaS company, with some experience with monitoring and on-call systems
Able to write code at least enough to be dangerous and proficient enough to tackle technical challenges
Able to communicate complex technical information by conveying in a clear and simple manner
Love products and are keen to understand how they work and how different parts interact with one another
You are smartly persistent; have a knack for knowing when to dig deep and when to move on

Required Skills & Tech

SlackPylonAPICustomer SupportDebugging