Customer Success Engineer

The role

As the first Customer Success Engineer in EMEA, you will act as a strategic technical partner for complex customers. You will guide governance, scalable configuration, and long-term architecture to ensure incident management programs scale reliably.

What you will do

• Act as a strategic technical partner in the post-sales lifecycle
• Own onboarding and expansion design with CSMs
• Guide governance, scalable configuration, and long-term architecture
• Bridge Customer Success, Product, and Engineering
• Advocate for customers technical needs and influence platform strategy
• Guide complex migrations from legacy incident management platforms
• Advise on alerting strategy, escalation structures, and workflow automation
• Establish durable architectural patterns and repeatable deployment frameworks
• Partner with Product and Engineering to improve platform scalability and usability

Required qualifications

• Confident as a strategic technical partner in client-facing environments
• Architected complex SaaS implementations or led enterprise migrations
• Think in systems and design solutions that scale across teams and regions
• Explain complex technical concepts simply
• Clear judgment on scope and ownership
• Can structure and drive technical onboarding and migration work-streams

Benefits

• Private medical insurance
• Competitive annual leave
• First Friday of every month off
• Enhanced pension
• Meaningful equity
• Unlimited AI spend
• Generous parental leave
• £1000 to invest in your setup
• £500 a year to invest in yourself

About the company

incident.io is an AI software reliability platform trusted by engineering teams at Notion, Linear, Ramp and 2,000+ companies. They have raised $100+ million from Index Ventures, Insight Partners, and Point Nine.