Technical Support Engineer

Responsibilities

• Deliver a world-class customer experience for inbound support questions via Slack and Pylon
• Act as the voice of the customer by capturing product feedback and feature requests
• Handle technical challenges in partnership with Customer Success Managers
• Expand technical support processes in collaboration with the Head of Technical Support
• Resolve customer technical issues directly with Engineering, including debugging integrations, writing custom scripts, and working with the API

Requirements

• Proven experience in a similar role, preferably at a SaaS company
• Experience with monitoring and on-call systems
• Ability to write code to tackle technical challenges
• Ability to communicate complex technical information clearly and simply
• Strong interest in understanding product mechanics and interactions
• Smartly persistent approach to problem-solving

Benefits

• Private medical insurance
• Competitive annual leave and first Friday of every month off
• Enhanced pension
• Meaningful equity
• Unlimited AI spend
• Generous parental leave
• £1000 setup budget and £500 annual personal development budget

About the Company

incident.io is the leading AI incident response platform, relied on by some of the best engineering teams in the world when things go wrong. We have helped over 2,000 companies, including OpenAI, Netflix, and Airbnb, run more than 1 million incidents.