incident.io Ltd
Technical Support Engineer
incident.io Ltd, San Francisco, California, United States, 94199
About incident.io
incident.io is an incident management platform that helps companies when things go wrong. Whether they're site outages, data breaches, or functionality issues, incidents happen literally all the time. When they do, we help get the right people in the room, we run and communicate how you're responding, and we give you a suite of tools and insights to learn and improve over time.
The Team
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.
What you'll be doing:
You'll be the 3rd member, and second US-based Technical Support Engineer, of the Customer Support team 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 ThenaActing as the voice of the customer , by capturing product feedback and feature requests for Product and EngineeringHandling technical challenges
that arise with customers in partnership with our Customer Success ManagersExpanding our technical support processes
in collaboration with the VP of EngineeringResolving customer technical issues
directly with Engineering, to debug integration issues, write custom scripts, and work with our APIWhat you need to be successful:
Proven experience in a similar role , preferably at a SaaS company, with some experience with monitoring and on-call systemsAble to write code
at least enough to be dangerous and proficient enough to tackle technical challengesAble to communicate complex technical information
by conveying in a clear and simple mannerLove products
and are keen to understand how they work and how different parts interact with one anotherYou are smartly persistent ; have a knack for knowing when to dig deep and when to move on
The salary for this position is determined by several job-related factors, such as experience, relevant skills, training, location, business needs, or market demands. The salary range for this role is $120,000 - $160,000. The position also offers equity options.
Our commitment to diversity
We embrace diversity at incident.io, and believe in creating supportive and inclusive environments where all of our employees can succeed. To build a product that's loved by everyone, we need a team with all kinds of different perspectives, experiences, and backgrounds. That's why we're committed to hiring people regardless of race, religion, colour, national origin, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, age, neurodiversity status, disability status, or otherwise.
Got a question?
If you have any questions before applying to the role, please email the team at jobs@incident.io
incident.io is an incident management platform that helps companies when things go wrong. Whether they're site outages, data breaches, or functionality issues, incidents happen literally all the time. When they do, we help get the right people in the room, we run and communicate how you're responding, and we give you a suite of tools and insights to learn and improve over time.
The Team
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.
What you'll be doing:
You'll be the 3rd member, and second US-based Technical Support Engineer, of the Customer Support team 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 ThenaActing as the voice of the customer , by capturing product feedback and feature requests for Product and EngineeringHandling technical challenges
that arise with customers in partnership with our Customer Success ManagersExpanding our technical support processes
in collaboration with the VP of EngineeringResolving customer technical issues
directly with Engineering, to debug integration issues, write custom scripts, and work with our APIWhat you need to be successful:
Proven experience in a similar role , preferably at a SaaS company, with some experience with monitoring and on-call systemsAble to write code
at least enough to be dangerous and proficient enough to tackle technical challengesAble to communicate complex technical information
by conveying in a clear and simple mannerLove products
and are keen to understand how they work and how different parts interact with one anotherYou are smartly persistent ; have a knack for knowing when to dig deep and when to move on
The salary for this position is determined by several job-related factors, such as experience, relevant skills, training, location, business needs, or market demands. The salary range for this role is $120,000 - $160,000. The position also offers equity options.
Our commitment to diversity
We embrace diversity at incident.io, and believe in creating supportive and inclusive environments where all of our employees can succeed. To build a product that's loved by everyone, we need a team with all kinds of different perspectives, experiences, and backgrounds. That's why we're committed to hiring people regardless of race, religion, colour, national origin, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, age, neurodiversity status, disability status, or otherwise.
Got a question?
If you have any questions before applying to the role, please email the team at jobs@incident.io