Technical Support Engineer

About the role

The Technical Support Engineer acts as the primary point of contact for customers, ensuring they have an excellent experience with the platform. This role involves resolving technical challenges, collaborating with internal teams to improve the product, and acting as the voice of the customer to drive development.

Responsibilities

• 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

Required skills

• SaaS
• Monitoring systems
• On-call systems
• Coding
• API
• Technical troubleshooting

Qualifications

• Proven experience in a similar role

About the Company

incident.io is the AI software reliability platform trusted by engineering teams at Netflix, Etsy, and 2,000+ companies who can't afford downtime. The company has raised $96 million from Index Ventures, Insight Partners, and Point Nine.