Technical Support EngineerNew$150K–$200K
The opportunity
incident. io is the AI software reliability platform trusted by engineering teams at Netflix, Etsy, and 2,000+ companies who can't afford downtime.
What you'll do
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
Proven experience in a similar role , preferably at a SaaS company, with some: experience with monitoring and on-call systems
What they're looking for
- 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
