SaaS Technical Support Engineer - API & Customer Experience

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

Job summary

incident.io in New York is seeking a technically fluent Senior Technical Support Engineer to be the voice between customers and our Product & Engineering teams. You will handle inbound questions via Slack and our API, implement quick fixes, write scripts, and help scale our support processes.

This role requires clear communication and a passion for SaaS products in a fast-paced environment. You will collaborate with Product and Engineering to translate customer feedback into actionable

Qualifications

• 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.

Responsibilities

• Delivering a world-class customer experience for inbound support questions over Slack and Pylon
• Acting as the voice of the customer, 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 Head of Technical Support
• Resolving customer technical issues directly with Engineering, to debug integration issues, write custom scripts, and work with our API

Skills

SaaS experience

On-call monitoring

Code writing ability

Technical communication

Product curiosity

Persistence

Job description

incident.io in New York is seeking a technically fluent Senior Technical Support Engineer to be the voice between customers and our Product & Engineering teams. You will handle inbound questions via Slack and our API, implement quick fixes, write scripts, and help scale our support processes.

This role requires clear communication and a passion for SaaS products in a fast-paced environment. You will collaborate with Product and Engineering to translate customer feedback into actionable