Technical Support Engineer

A LITTLE ABOUT US incident.io http://incident.io is the leading AI incident response platform, relied on by some of the best engineering teams in the world when things go wrong. Since launching in 2021, we've helped over 2,000 companies, including OpenAI, Netflix, and Airbnb, run more than 1 million incidents. The stakes are real, the talent is insane, and somehow it's a genuinely lovely place to work. We all pull our weight, go the extra mile, and put in the bit of magic most companies don't have time for, all while having fun and never taking ourselves too seriously. We've raised $96 million from Index Ventures, Insight Partners, and Point Nine, and we're growing fast. There's never been a better time to join. 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 SUPPORTING YOU We work hard and we think life outside work matters just as much. Our benefits pack is built to support both. - Private medical insurance. Seriously good cover - we want you and the people you love to be looked after. - Competitive annual leave. Showing up at your best requires switching off, and we make sure you have time to do that. - First Friday of every month off. Yes, seriously. - Enhanced pension. We put real money in, because future-you deserves better than an afterthought. - Meaningful equity. We're rapidly scaling, and everyone who helps shape the outcome should share in it. - Unlimited AI spend. For everyone, not just engineers. We're all-in on AI across the company, and we expect you to be too. - Generous parental leave. The early days with a new baby matter more than anything we're doing here, and we want you to be present for them. - Two budgets that have your back. £1000 to invest in your setup, £500 a year to invest in yourself.