Customer Success Engineer (EMEA) - Scale Complex Migrations

incident.io; Greater London; Remote; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Private medical insurance

Competitive annual leave

First Friday off each month

Enhanced pension

Meaningful equity

Unlimited AI spend

Generous parental leave

Setup budget £1000

Personal development budget £500

Job summary

incident.io is hiring its first Customer Success Engineer in EMEA to shape the team and ensure complex customers scale effectively. You’ll own onboarding, migration design, alerting strategy, and scalable configurations, acting as a trusted technical partner to engineering leaders across strategic accounts.

You’ll bridge Customer Success, Product, and Engineering, advocating for customer needs and influencing platform architecture.

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.
• You have clear judgment on scope and ownership, knowing when to go deep and when to hand back to CSM or Support.
• You can structure and drive technical onboarding and migration work-streams, partnering with CSMs to keep projects on track.

Responsibilities

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

Skills

Strategic partner

SaaS migrations

Systems thinking

Explain complex concepts

Scope & ownership

Onboarding & migration lead

Job description

incident.io is hiring its first Customer Success Engineer in EMEA to shape the team and ensure complex customers scale effectively. You’ll own onboarding, migration design, alerting strategy, and scalable configurations, acting as a trusted technical partner to engineering leaders across strategic accounts.

You’ll bridge Customer Success, Product, and Engineering, advocating for customer needs and influencing platform architecture.