SaaS, Enterprise Software, Incident Management, Developer Tools

Technical Support Engineer

New York, NYHybridFull TimePosted 1 month agoVisa sponsorship available

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Required skills

technical challenges
customer experience
inbound support
Slack
Pylon
product feedback
feature requests
technical issues
debug integration issues
write custom scripts

Nice to have

SaaS company
monitoring systems
on-call systems

Role summary

The Technical Support Team is the primary point of contact for customers, ensuring a positive product experience. As a Technical Support Engineer, you will resolve customer technical challenges, handle inbound support requests via Slack and Pylon, and act as the voice of the customer by relaying feedback to Product and Engineering. You will also debug integration issues, write custom scripts, and work with the API in partnership with Customer Success Managers and Engineering. The ideal candidate can write code, communicate complex technical information clearly, and possesses a strong understanding of how products work.

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

Ready to apply?

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