SaaS AI Incident Response Tech Support Engineer Remote

incident.io; New York (NY); On-site; USD 150,000 - 200,000; Full time

Benefits offered by this job

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

Job summary

incident.io in New York seeks a Technical Support Engineer to provide exceptional customer support while addressing technical challenges. You will interact with customers, gather feedback, and collaborate closely with engineering teams to resolve issues.

Ideal candidates have SaaS experience, strong coding and communication skills, and a knack for problem-solving. The role offers a competitive salary, remote working flexibility, and extensive benefits including market-leading medical insurance.

Qualifications

• Proven experience in a similar role, preferably at a SaaS company.
• Ability to write code and tackle technical challenges.
• Experience with monitoring and on-call systems is a plus.

Responsibilities

• Deliver world-class customer experience for inbound support questions.
• Act as the voice of the customer, capturing product feedback.
• Handle technical challenges with customers in collaboration with engineers.
• Expand technical support processes with the head of technical support.
• Debug integration issues and work with the API.

Skills

Proficiency in coding

Customer support experience

SaaS knowledge

Communication skills

Problem-solving ability

Job description

incident.io in New York seeks a Technical Support Engineer to provide exceptional customer support while addressing technical challenges. You will interact with customers, gather feedback, and collaborate closely with engineering teams to resolve issues.

Ideal candidates have SaaS experience, strong coding and communication skills, and a knack for problem-solving. The role offers a competitive salary, remote working flexibility, and extensive benefits including market-leading medical insurance.