Technical Support Engineer

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.

Since launching in 2021 weve helped over 1500 companies including Netflix Airbnb and Block run more than 500000 incidents. Every month tens of thousands of responders across Engineering Product and Support use to restore services faster stay aligned under pressure and focus on building what matters.

Were a fast-growing highly ambitious team that cares deeply about our customers product quality and making it magic. Weve raised $100M from Index Ventures Insight Partners and Point Nine alongside founders and executives from world-class technology companies.

The Technical Support Team is usually the first line of communication between and our customers.

Were part of Product Development and were crucial in ensuring our customers have the best possible experience with our product.

Its 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.

Youll 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

• 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

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. Were rapidly scaling and everyone who helps shape the outcome should share in it.

• Unlimited AI spend. For everyone not just engineers. Were 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 were 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.

Required Experience:

IC