Technical Support Engineer New York $150K – $200K

incident; New York, Northern (NY, KY); Hybrid; USD 80,000 - 110,000; Full time

Job summary

incident, a SaaS company in New York, seeks a Technical Support Engineer to delight customers by solving complex technical challenges and guiding them through integrations with our API. The role collaborates with Product and Engineering to translate customer feedback into actionable improvements.

You’ll join the Technical Support Team, the first line of contact, often joining customer calls, and ensuring a world-class experience while helping shape the product’s future.

Qualifications

• Experience in SaaS support roles.
• Ability to write code at least enough to be dangerous.
• Clear and concise communication of complex technical information.
• Curiosity about how products work and how parts interact.

Responsibilities

• Deliver a world-class customer experience for inbound support questions over Slack and Pylon.
• Act as the voice of the customer by capturing product feedback and feature requests for Product and Engineering.
• Handle technical challenges in collaboration with Customer Success Managers.
• Expand our technical support processes in partnership with the Head of Technical Support.
• Resolve customer technical issues by working with Engineering to debug integrations, write scripts, and work with our API.

Skills

SaaS experience

On-call monitoring

Coding ability

Technical communication

Product understanding

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:

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