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incident.io is an AI-powered software reliability platform used by engineering teams at Netflix, Etsy, and 2,000+ companies to manage incidents and prevent downtime. The company has raised $96 million from Index Ventures, Insight Partners, and Point Nine and is in rapid growth mode.
As the first Customer Success Engineer in EMEA, you will be a strategic technical partner responsible for ensuring the company's most complex customers are architected to scale long-term, not just set up for initial go-live. This is a pivotal role with the opportunity to shape the Customer Success Engineering function as it grows across the region.
Day-to-day responsibilities include:
- Guiding complex migrations from legacy incident management platforms while maintaining operational continuity
- Owning onboarding and expansion design for enterprise accounts
- Advising on alerting strategy, escalation structures, workflow automation, and scalable configuration
- Acting as a trusted technical advisor to engineering leaders at customer organizations
- Establishing durable architectural patterns and repeatable deployment frameworks to reduce misconfiguration and support burden
- Partnering with Product and Engineering teams to improve platform scalability and usability
- Bridging Customer Success, Product, and Engineering to advocate for customers' technical needs and influence platform strategy
- Collaborating with CSMs to structure and drive technical work-streams and keep projects on track
You will work in a customer-led environment where the team takes a consultative approach, aiming to delight customers at every stage and build long-term relationships based on trust and mutual growth.
QUALIFICATIONS & REQUIREMENTS:
- Confidence as a strategic technical partner in client-facing environments
- Experience architecting complex SaaS implementations or leading enterprise migrations
- Systems thinking and ability to design solutions that scale across teams and regions
- Ability to explain complex technical concepts simply and steer customers toward pragmatic, maintainable solutions
- Clear judgment on scope and ownership, knowing when to go deep and when to escalate to CSM or Support
- Ability to structure and drive technical onboarding and migration work-streams
- Strong partnership and project management skills
