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incident.io

Technical Support Engineer

incident.io San Francisco, California, United States · $150K–$200K/yr

Software Development · 51-200 employees

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

You will be responsible for resolving customer technical challenges and providing world-class support via Slack and Pylon. Additionally, you will act as the voice of the customer by collaborating with Engineering and Product teams to improve the platform.

What they look for

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

Requirements

Candidates must have proven experience in a technical support role, preferably within a SaaS environment. You should be proficient in coding to handle technical challenges and possess strong communication skills to explain complex information simply.

Benefits

Equity

Full description

A little about us

incident.io is the AI software reliability platform trusted by engineering teams at Netflix, Etsy, 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 $96 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

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