EMEA Customer Success Engineer - Strategic Tech Partner

incident; Greater London; Hybrid; GBP 65,000 - 105,000; Full time

Benefits offered by this job

Private medical insurance

Competitive annual leave

First Friday of every month off

Enhanced pension

Meaningful equity

Unlimited AI spend

Generous parental leave

Two budgets that have your back

Job summary

incident.io is seeking its first Customer Success Engineer in EMEA. You will shape the team and ensure our most complex customers are built to scale, not just set up for go-live.

As a strategic technical partner, you’ll own onboarding, migrations, alerting strategy, and scalable configuration across large accounts, collaborating with Product and Engineering to improve platform design and usability.

Qualifications

• You are a strategic technical partner in client-facing environments.
• You have architected complex SaaS implementations or led enterprise migrations.
• You think in systems and design scalable solutions across teams and regions.
• You can explain complex technical concepts clearly and guide customers to pragmatic solutions.
• You have judgment on scope and ownership, knowing when to dive deep or hand back to CSM/Support.
• You can structure and drive onboarding and migration work streams with CSMs.

Responsibilities

• Guide complex migrations from legacy incident management platforms with operational continuity.
• Own onboarding and expansion design, advising on alerting strategy and scalable configuration.
• Bridge Customer Success, Product, and Engineering to improve platform scalability and usability.
• Act as a trusted advisor to engineering leaders, shaping architecture and deployment frameworks.

Skills

Strategic partner

SaaS deployments

Systems thinking

Technical communication

Ownership

Onboarding

Migrations

Job description

incident.io is seeking its first Customer Success Engineer in EMEA. You will shape the team and ensure our most complex customers are built to scale, not just set up for go-live.

As a strategic technical partner, you’ll own onboarding, migrations, alerting strategy, and scalable configuration across large accounts, collaborating with Product and Engineering to improve platform design and usability.