SaaS, Enterprise Software, Incident Management, Developer Tools

Technical Support Engineer

San Francisco, CAFull TimePosted 1 month agoVisa sponsorship available

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Required skills

Technical Support
Slack
Pylon
Scripting
API
Customer Success Managers
Product Feedback
Technical Communication
Product Understanding

Nice to have

SaaS
Monitoring Systems
On-call Systems

Role summary

incident.io is seeking a Technical Support Engineer to join their AI software reliability platform team. This role is crucial for ensuring customer satisfaction by resolving technical challenges, handling inbound support requests via Slack and Pylon, and acting as the voice of the customer for product feedback. The engineer will collaborate with Customer Success Managers and Engineering to debug issues, write custom scripts, and work with their API. The ideal candidate has experience in a similar role, preferably at a SaaS company, with monitoring and on-call systems, and possesses strong coding and technical communication skills.

A little about us

incident.io is the AI software reliability platform trusted by engineering teams at Notion, Linear, Ramp and 2,000+ companies who can't afford downtime.

The stakes are real, the talent is insane, and somehow it's a genuinely lovely place to work. We all pull our weight, go the extra mile, and put in the bit of magic most companies don't have time for, all while having fun and never taking ourselves too seriously.

We've raised $100+ million from Index Ventures, Insight Partners, and Point Nine, and we're growing fast. There's never been a better time to join.

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?

You'll be redirected to incident.io's application page.