Technical Support Engineer

incident.io • New York, NY

9d • $150,000 - $200,000

About The Position

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.

Requirements

• 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.
• Smartly persistent; have a knack for knowing when to dig deep and when to move on.

Responsibilities

• 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 This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed