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Technical Support Engineer

incident.io· Product Development
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San Francisco$150k - $200kFull-timePosted 8mo ago

About the role

Technical Support Engineer delivering world-class customer support, capturing product feedback, and collaborating with Engineering to resolve technical challenges and improve the incident.io platform.

Responsibilities

  • 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 clearly and simply
  • Love for products and keen to understand how they work and how different parts interact
  • Smartly persistent with a knack for knowing when to dig deep and when to move on

Skills

Required:Customer support in SaaSTechnical troubleshooting
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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