Technical Support Engineer

incident.io; San Francisco (CA); On-site; USD 150,000 - 200,000; Full time

Job summary

incident.io, the AI software reliability platform trusted by leading engineering teams, is hiring a Technical Support Engineer in San Francisco. You will delight customers by solving technical challenges and bridging feedback to Product and Engineering.

You will communicate clearly, handle complex issues, and collaborate with the Customer Success and Engineering teams to keep downtime to a minimum and improve our support processes.

Qualifications

• Experience in a SaaS company or cloud software environment.
• Ability to write code at least enough to be dangerous and solve technical challenges.
• Strong ability to explain complex technical info clearly to non-technical teammates.
• Experience with monitoring or on-call incident response processes.

Responsibilities

• Deliver a world-class support experience via Slack and Pylon for inbound questions.
• Capture product feedback and feature requests for Product and Engineering.
• Collaborate with Customer Success to handle tech challenges and support escalations.
• Help improve and scale technical support processes with the Head of Technical Support.
• Troubleshoot integrations with Engineering, write scripts, and work with APIs to resolve issues.

Skills

SaaS experience

Coding ability

Technical communication

On-call experience

Tools

Slack

Pylon

APIs

Job description

A Little About Us

incident.io is the AI software reliability platform trusted by engineering teams at Netflix, Etsy, and 2,000+ companies who can't afford downtime.

A Little About Us

incident.io is the AI software reliability platform trusted by engineering teams at Netflix, Etsy, and 2,000+ companies who can't afford downtime.

The stakes are real, the talent is insane, and somehow it's a genuinely lovely place to work. We all pull our weight, go the extra mile, and put in the bit of magic most companies don't have time for, all while having fun and never taking ourselves too seriously.

We've raised $96 million from Index Ventures, Insight Partners, and Point Nine, and we're growing fast. There's never been a better time to join.

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

You’ll be joining as a Technical Support Engineer and be responsible for delighting our customers by solving their technical challenges.

• 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