Technical Support Engineer

incident.io; New York (NY); On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Market leading private medical insurance

Generous parental leave

Generous annual leave/PTO allowance

Competitive salary and equity

Remote working

Personal development budget

Enhanced pension/401k

Job summary

incident.io, a leader in AI incident response, is hiring a Technical Support Engineer to provide world-class customer support and tackle technical challenges. The role involves communicating with customers over Slack and Pylon, collaborating with Product and Engineering to enhance the product and deliver top-notch service.

Successful candidates will have experience in a SaaS environment, the ability to write code, and excellent communication skills. The position offers significant benefits including private medical insurance, generous leave, and remote work flexibility.

Qualifications

• Proven experience in a similar role, preferably at a SaaS company.
• Able to write code at least enough to tackle technical challenges.
• Ability to communicate complex technical information clearly.

Responsibilities

• Deliver a world-class customer experience for inbound support questions.
• Act as the voice of the customer, capturing feedback and requests.
• Handle technical challenges alongside Customer Success Managers.

Skills

Customer experience

Technical problem solving

Code writing

Communication skills

Product knowledge

Job description

About incident.io

incident.io 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, we’ve helped over 1,500 companies, including Netflix, Airbnb, and Block, run more than 500,000 incidents. Every month, tens of thousands of responders across Engineering, Product, and Support use incident.io to restore services faster, stay aligned under pressure, and focus on building what matters.

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

The Team

The Technical Support Team is usually the first line of communication between 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

What we offer:

We’re building a place where great people can do their best work—and that means looking after you and your family with benefits that support health and personal growth.

• Market leading private medical insurance

• Generous parental leave

• First Friday of the month off

• Generous annual leave/PTO allowance

• Competitive salary and equity

• Remote working and personal development budget

• Enhanced pension/401k