Technical Support Engineer — API & Integrations

incident; Greater London; On-site; GBP 42,000 - 65,000; Full time

Job summary

incident.io is seeking a Technical Support Engineer to delight customers by solving technical challenges and delivering exceptional service. You will collaborate with Product, Engineering, and Customer Success, translating feedback into product improvements and helping customers integrate with the API.

You will play a key role in expanding our support processes and ensuring customers have a seamless experience with our SaaS platform.

Qualifications

• Experience in a SaaS customer support role.
• Able to write code to tackle technical challenges.
• Able to explain complex technical information clearly.
• Interest in how products work and their interactions.
• Persistent with strong troubleshooting instinct.

Responsibilities

• Deliver a world-class customer experience for inbound support via Slack and Pylon.
• Capture product feedback and feature requests for Product and Engineering.
• Handle technical challenges with Customer Success Managers.
• Develop and improve support processes with the Head of Technical Support.
• Collaborate with Engineering to debug integrations, write scripts, and work with our API.

Skills

Code writing

SaaS experience

On-call monitoring

Communication skills

Problem solving

Tools

Slack

Pylon

Job description

incident.io is seeking a Technical Support Engineer to delight customers by solving technical challenges and delivering exceptional service. You will collaborate with Product, Engineering, and Customer Success, translating feedback into product improvements and helping customers integrate with the API.

You will play a key role in expanding our support processes and ensuring customers have a seamless experience with our SaaS platform.