Technical Support Engineer (SaaS & API)

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

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.