[Hiring] Technical Support Engineer @incident.io

Role Description

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

Qualifications

• 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

Benefits

• 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

Company Description

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.