Technical Support Engineer
incident.io
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- Pay
- $150K to $200K
- a year
- Location
- New York, NY
- Work style
- Hybrid
- Job type
- Full time
- Posted
- Oct 7
- 13 days ago
Career path
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About the company
incident.io
Computer software · 51 to 200 employees
What you'll do
- Deliver a world-class customer experience for inbound support questions over Slack and Pylon
- Capture product feedback and feature requests for Product and Engineering
- Handle technical challenges with customers in partnership with Customer Success Managers
- Expand technical support processes in collaboration with the Head of Technical Support
- Resolve customer technical issues with Engineering, debug integration issues, write custom scripts, and work with the API
What you need
- Proven experience in a similar role
- Able to write code well enough to tackle technical challenges
- Able to communicate complex technical information clearly and simply
- Experience at a SaaS company (preferred)
- Love products and are keen to understand how they work and interact (preferred)
- Smartly persistent, with a knack for knowing when to dig deep and when to move on (preferred)
Key skills
codingmonitoringon-call systemsSlackPylonAPI
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Read the full posting here
THE TEAM
The Technical Support Team is usually the first line of communication between incident.io http://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 joining as a Technical Support Engineer 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 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
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