Technical Support Engineer

Responsibilities

• 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

Requirements

• 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

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 need to be successful

have a knack for knowing when to dig deep and when to move on