Technical Support Engineer — API & Integration Specialist

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

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.