Customer Success Engineer, EMEA & Platform Architect

incident; Greater London; On-site; GBP 90 - 110; Full time

Benefits offered by this job

Private medical insurance

Competitive annual leave

First Friday off

Enhanced pension

Equity

Unlimited AI spend

Parental leave

Setup budget

Development budget

Job summary

incident.io is seeking its first Customer Success Engineer in EMEA to shape the team as it grows. You’ll serve as a strategic technical partner, guiding complex migrations, onboarding, and expansion design for our most demanding customers.

In this post-sales role you’ll influence governance, scalable configuration, and long-term architecture across accounts, bridging Customer Success, Product and Engineering to drive reliable incident management at scale.

Qualifications

• You’re confident as a strategic technical partner in client-facing environments.
• You’ve architected complex SaaS implementations or led enterprise migrations.
• You think in systems and design solutions that scale across teams and regions.
• You explain complex technical concepts simply and steer customers toward pragmatic, maintainable solutions.

Responsibilities

• Guide complex migrations from legacy incident management platforms with operational continuity and clean foundations.
• Own onboarding and expansion design, advising on alerting strategy, escalation structures, workflow automation, and scalable configuration.
• Advise engineering leaders and influence platform design in complex environments.
• Partner with Product and Engineering to improve platform scalability and usability.

Job description

incident.io is seeking its first Customer Success Engineer in EMEA to shape the team as it grows. You’ll serve as a strategic technical partner, guiding complex migrations, onboarding, and expansion design for our most demanding customers.

In this post-sales role you’ll influence governance, scalable configuration, and long-term architecture across accounts, bridging Customer Success, Product and Engineering to drive reliable incident management at scale.