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Customer Success Engineer

incident.io· Customer Success
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Hybrid (London)£100k - £130kFull-timePosted 1w ago

About the role

First Customer Success Engineer in EMEA at incident.io, focused on guiding complex migrations, onboarding and expansion design, and shaping the regional CS team while ensuring scalable, reliable incident management solutions for enterprise customers.

Responsibilities

  • Act as a strategic technical partner in post-sales lifecycle, and trusted advisor to our most complex customers.
  • Own onboarding and expansion design in collaboration with CSMs.
  • Guide governance, scalable configuration, and long-term architecture to scale incident management programs across teams.
  • Bridge Customer Success, Product, and Engineering to advocate for customers’ technical needs and influence platform strategy within key accounts.
  • Lead complex migrations from legacy incident management platforms with operational continuity and clean foundations.
  • Advise on alerting strategy, escalation structures, workflow automation, and scalable configuration.
  • Establish durable architectural patterns and repeatable deployment frameworks to reduce misconfiguration and support burden.
  • Partner with Product and Engineering to improve platform scalability and usability.

Qualifications

  • Strategic technical partner in client-facing environments.
  • Experience architecting complex SaaS implementations or leading enterprise migrations.
  • Ability to think in systems and design scalable solutions across teams and regions.
  • Ability to explain complex technical concepts simply and steer customers toward pragmatic, maintainable solutions.
  • Good judgment on scope and ownership, knowing when to go deep and when to hand back to CSM or Support.
  • Experience structuring and driving technical onboarding and migration workstreams, partnering with CSMs to keep projects on track.

Skills

Required:Strategic technical partneringSaaS implementation architectureMigration leadership

Benefits

  • Private medical insurance
  • Competitive annual leave
  • First Friday of every month off
  • Enhanced pension
  • Meaningful equity
  • Unlimited AI spend
  • Generous parental leave
  • Two budgets: £1000 setup, £500 yearly personal investment
Last updated Oct 14, 2026. Interested? Apply on the company site.
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About incident.io

The all-in-one AI platform for on-call, incident response, and status pages—built for fast-moving teams.

incident.io is an all-in-one incident management platform unifying on-call scheduling, real-time incident response, and integrated status pages – helping teams resolve issues faster and reduce downtime.

incident managementincident responsestatus pageson-callAI
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