Technical Support Engineer - Delight Customers Drive Impact

incident.io; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

incident.io in London is hiring a Technical Support Engineer to delight customers by solving their technical challenges. You’ll join the Technical Support Team, the first line of communication, and collaborate with Product and Engineering to ensure a superb user experience.

You’ll handle inbound inquiries over Slack and Pylon, capture feedback for the roadmap, resolve integration issues, and help extend our support processes.

Qualifications

• Proven experience in a similar role in SaaS.

Responsibilities

• Deliver a world-class customer experience for inbound questions via Slack and Pylon.
• Act as the voice of the customer, capturing feedback for Product and Engineering.
• Handle technical challenges with Customer Success Managers.
• Expand our technical support processes with the Head of Technical Support.
• Resolve customer issues directly with Engineering to debug integrations and work with our API.

Skills

SaaS support

On-call monitoring

Code writing

Technical communication

Product understanding

Tools

APIs

Job description

incident.io in London is hiring a Technical Support Engineer to delight customers by solving their technical challenges. You’ll join the Technical Support Team, the first line of communication, and collaborate with Product and Engineering to ensure a superb user experience.

You’ll handle inbound inquiries over Slack and Pylon, capture feedback for the roadmap, resolve integration issues, and help extend our support processes.