Technical Support Engineer

incident.io
New York, NY
HybridCareer-pivot friendly

Who this role is best for

Geared toward candidates comfortable with customer-facing technical problem-solving and cross-functional collaboration, with a focus on SaaS and monitoring systems.

Best fit for

  • Candidates with SaaS support experience and a knack for translating technical challenges into actionable product feedback
    — “Acting as the voice of the customer, by capturing product feedback and feature requests for Product and Engineering”
  • Individuals who thrive in a collaborative environment and can work closely with Product and Engineering teams
    — “We also collaborate with Product and Engineering, being an essential part of delivering the best possible product”
  • Candidates who are comfortable with coding and can engage in debugging and API-related tasks
    — “Able to write code at least enough to be dangerous and proficient enough to tackle technical challenges”

Things to consider

  • The role may require on-call responsibilities and customer call participation, which demands availability and responsiveness
    — “It’s typical for us to jump on customer calls if needed”

How to stand out

  • Highlight your ability to break down complex technical topics into simple, customer-friendly explanations
    — “Able to communicate complex technical information by conveying in a clear and simple manner”
  • Showcase your experience with SaaS monitoring and on-call systems in your resume and interviews
    — “Proven experience in a similar role, preferably at a SaaS company, with some experience with monitoring and on-call systems”
  • Demonstrate your ability to work directly with Engineering teams on integration and API issues
    — “Resolving customer technical issues directly with Engineering, to debug integration issues, write custom scripts, and work with our API”
Pace · SteadyCollaboration · HighAutonomy · MediumDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

  • delivering world-class customer experience
  • capturing product feedback
  • handling technical challenges
  • expanding support processes
Typical background
technical support roleSaaS company experience

Skills & requirements

Required

Technical SupportCustomer CommunicationProduct FeedbackScriptingAPI Integration

Preferred

Saas Company ExperienceMonitoring SystemsOn-call Systems

Stack & domain

Technical SupportCustomer ExperienceInbound SupportProduct FeedbackFeature RequestsTechnical ChallengesMonitoringOn-call SystemsCodingDebuggingIntegration IssuesCustom ScriptsAPICustomer Success ManagersTechnical Support ProcessesEngineeringProduct DevelopmentCustomer CommunicationTechnical InformationProduct UnderstandingCommunicationProblem SolvingAttention To DetailTeamworkAdaptabilityTime ManagementOrganizational SkillsLeadershipProject Management

About the role

Original posting from incident.io via Ashby

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

Source: incident.io careers (Ashby)

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