Technical Support Engineer

incident.io Ltd; London; Remote; GBP 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company as a Technical Support Engineer, where you'll be the voice of the customer and tackle technical challenges that arise. This role is crucial in ensuring customers have the best experience with the product. You'll collaborate with Engineering to resolve issues, gather feedback, and enhance support processes. Enjoy a supportive environment that prioritizes your health and personal growth, offering market-leading benefits, generous leave, and a competitive salary. If you're passionate about technology and customer success, this opportunity is perfect for you.

Benefits

Private Medical Insurance

Generous Parental Leave

First Friday of the Month Off

Generous Annual Leave

Competitive Salary and Equity

Remote Working

Personal Development Budget

Enhanced Pension

Qualifications

• Proven experience in a similar role, preferably at a SaaS company.
• Able to write code and tackle technical challenges.

Responsibilities

• Delivering a world-class customer experience for inbound support questions.
• Resolving customer technical issues directly with Engineering.

Skills

Technical Support

Customer Experience

Coding Proficiency

Communication Skills

Problem Solving

Education

Experience in SaaS

Tools

Slack

Pylon

API

Job description

About incident.io

incident.io is the leading all-in-one platform for incident management. From small bugs to major outages, incident.io helps teams respond fast, reduce downtime, and improve every time something goes wrong.

Since launching in 2021, we've helped 800 companies-including Netflix, Airbnb and Block-resolve over 250,000 incidents. Every month, more than 30,000 responders across Engineering, Product and Support use incident.io to fix things faster.

We're a small team that cares deeply about pragmatism, quality, magic, and pace. We've raised $100M from Index Ventures, Insight Partners and Point Nine, alongside many angel investors who are founders and executives of world-class companies.

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 VP of Engineering
• 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

What we offer:

We're building a place where great people can do their best work-and that means looking after you and your family with benefits that support health and personal growth.

• Market leading private medical insurance
• Generous parental leave
• First Friday of the month off
• Generous annual leave/PTO allowance
• Competitive salary and equity
• Remote working and personal development budget
• Enhanced pension/401k