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incident.io

Technical Support Engineer

incident.io New York, New York, United States · $150K–$200K/yr

Software Development · 51-200 employees

2 d ago
Remote support-engineer Mid (2-5 yrs) Full-time United States
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About the role

The Technical Support Engineer will resolve customer technical challenges and act as the primary point of contact for inbound support via Slack and Pylon. They will also collaborate with Engineering and Product teams to debug issues, manage feature requests, and improve support processes.

What they look for

Technical Support SaaS Monitoring Systems On-call Systems Coding API Debugging Scripting Customer Experience Product Feedback Communication Integration Troubleshooting

Requirements

Candidates must have proven experience in a similar role, preferably within a SaaS environment, and possess the ability to write code to address technical issues. Strong communication skills are required to explain complex technical concepts clearly to customers.

Benefits

Equity

Full description

The Team

The Technical Support Team is usually the first line of communication between incident.io and our customers.

We’re part of Product Development, and we’re crucial in ensuring our customers have the best possible experience with our product.

It’s typical for us to jump on customer calls if needed, discuss best approaches, and provide support when a bug sneaks in.

We also collaborate with Product and Engineering, being an essential part of delivering the best possible product.

What you’ll be doing:

You’ll be joining as a Technical Support Engineer and be responsible for delighting our customers by solving their technical challenges.

  • 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

What you need to be successful:

  • 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

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