engineering
Posted Mar 10Technical Support Engineer
at Incident.io
San Francisco, United StatesOn-site
Requirements
- ABOUT INCIDENT.IO http://incident.ioincident.io incident.io http://incident.ioincident.io is the leading AI incident response platform, built to help teams dramatically reduce incident response time and improve reliability.
- We bring together on-call, incident response, AI SRE, and status pages in a single platform, giving teams everything they need to respond quickly, reduce downtime, and keep customers in the loop.
- We’re part of Product Development, and we’re crucial in ensuring our customers have the best possible experience with our product.
- 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
- 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 WHAT WE OFFER: We’re building a place where great people can do
Benefits
- benefits that support health and personal growth. - Market leading private medical insurance - Generous parental leave - First Friday of the month off - Generous annual leave/PTO allowance - Competitive salary and equity - Remote working and personal development budget - Enhanced pension/401k
Contact
- Since launching in 2021, we’ve helped over 1,500 companies, including Netflix https://netflix.com/, Airbnb https://www.airbnb.co.uk/, and Block https://block.xyz/, run more than 500,000 incidents.
- Every month, tens of thousands of responders across Engineering, Product, and Support use incident.io http://incident.io to restore services faster, stay aligned under pressure, and focus on building what matters.