Technical Support Engineer

About incident.io

incident.io is an incident management platform that helps companies when things go wrong. Whether they're site outages, data breaches, or functionality issues, incidents happen literally all the time. When they do, we help get the right people in the room, we run and communicate how you're responding, and we give you a suite of tools and insights to learn and improve over time.

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 the 3rd member, and second US-based Technical Support Engineer, of the Customer Support team 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 Thena
• 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 VP of Engineering
• 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

The salary for this position is determined by several job-related factors, such as experience, relevant skills, training, location, business needs, or market demands. The salary range for this role is $120,000 - $160,000. The position also offers equity options.

Our commitment to diversity

We embrace diversity at incident.io, and believe in creating supportive and inclusive environments where all of our employees can succeed. To build a product that’s loved by everyone, we need a team with all kinds of different perspectives, experiences, and backgrounds. That’s why we’re committed to hiring people regardless of race, religion, colour, national origin, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, age, neurodiversity status, disability status, or otherwise.

Got a question?

If you have any questions before applying to the role, please email the team at jobs@incident.io