Technical Support Engineer

The role

You will solve technical challenges for customers. You will deliver support via Slack and Pylon and collaborate with Product and Engineering teams.

What you will do

• Deliver customer experience for inbound support questions over Slack and Pylon
• Capture product feedback and feature requests for Product and Engineering
• 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
• Debug integration issues, write custom scripts, and work with the API

Required qualifications

• Proven experience in a similar role
• Able to write code to tackle technical challenges
• Able to communicate complex technical information in a clear and simple manner
• Love products and are keen to understand how they work and how different parts interact

Nice to have

• Experience at a SaaS company
• Experience with monitoring and on-call systems

About the company

The Technical Support Team is part of Product Development at incident.io. They are the first line of communication between incident.io and customers.