Technical Support Engineer

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

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 Head of Technical Support
• 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

Compensation Range: $150K - $200K