Technical Support Engineer

incident.io; London; Remote; GBP 80,000 - 107,000; Full time

Job summary

A leading company in incident management seeks a Technical Support Engineer to enhance customer experience and resolve technical challenges. The role involves collaborating with Product and Engineering teams while providing top-notch support over Slack and Pylon. Candidates should have SaaS experience and coding skills, with a competitive salary and benefits package offered.

Benefits

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

Qualifications

• Proven experience in a similar role at a SaaS company.
• Ability to write code to tackle technical challenges.
• Smartly persistent with a knack for knowing when to dig deep.

Responsibilities

• Delivering a world-class customer experience for inbound support questions.
• Capturing product feedback and feature requests for Product and Engineering.
• Resolving customer technical issues directly with Engineering.

Skills

Technical communication

Problem-solving

Coding

Job description

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This range is provided by incident.io. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

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

• 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

• 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

Compensation Range: £80K - £107K

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Software Development