TL;DR
Technical Support Engineer (SaaS): Deliver technical support and solve customer challenges for a leading AI incident response platform with an accent on customer experience, technical troubleshooting, and collaboration with product and engineering teams. Focus on handling complex technical issues, debugging integrations, and expanding support processes.
Location: San Francisco, United States, onsite with 3 days per week office presence required
Salary: $150,000–$200,000
Company
Incident.io is a fast-growing startup providing an AI incident response platform used by over 1,500 companies to reduce incident response time and improve reliability.
What you will do
- Deliver world-class customer support for inbound questions via Slack and Pylon
- Act as the voice of the customer by capturing product feedback and feature requests
- Handle technical challenges in partnership with Customer Success Managers
- Expand technical support processes in collaboration with leadership
- Resolve customer technical issues by debugging integrations, writing scripts, and working with Engineering
Requirements
- Location: Must be based in or able to work onsite in San Francisco, USA
- Proven experience in a similar technical support role, preferably in SaaS
- Ability to write code sufficient to tackle technical challenges
- Strong communication skills to convey complex technical information clearly
- Passion for understanding product functionality and interactions
- Persistence and good judgment in problem-solving
Culture & Benefits
- Market-leading private medical insurance
- Generous parental leave and annual PTO
- First Friday of the month off
- Competitive salary and equity
- Remote working and personal development budget
- Enhanced pension/401k plan