Behind the Flame: Maggie Baxter

Welcome to Behind the Flame, a series created to showcase our incidentios.

Meet Maggie Baxter, Solutions Engineer here at incident.io.

Q: What is it like being a solutions engineer at incident.io?

No two days are ever the same. I get to work with some of the coolest tech companies in the world and partner with them to make sure they have a really great experience evaluating incident management. I also work really closely with people across the whole organisation, from sales to marketing to post-sales support. It's a real mix.

Q: What is something you're proud to have worked on?

The deals I feel most proud of are the ones where I've really gotten to sink my teeth in, I’ve gone on-site, properly built relationships with people. I have prospects who send me recipes. Those are the deals I'm most proud of, because it stops being transactional. It's not just about selling an incident management solution. It's about genuinely partnering with someone and making sure they have a great experience.

Q: What are you most looking forward to with incident.io this year and beyond?

I'm really excited for the 2026 company-wide offsite. Being in the same room as everyone brings me so much energy. I get genuinely fired up hearing where we're going from leadership, and getting to connect with people I don't see very often in person. Work-wise, I'm really looking forward to partnering with our prospects and customers more closely, being with them as they implement the platform and making sure they have a smooth transition.

Q: If you were to work in another team for the day, what team would you join and why?

I'd be a Founder's Associate. I don't fully know what they get into on a day-to-day basis, but I'm very curious. I feel like they just get involved in so many different things. I think it'd be a lot of fun.

Q: What was something that surprised you when you joined?

The level of care and heart that people put into their work. I've always been lucky enough to work with people who want to do well, but at incident.io it's taken to a whole other level. I overhear people proactively reaching out to get feedback, or to understand what's making someone else successful and how they can learn from it. People go above and beyond to send swag to make a prospect feel valued. Everyone really, truly cares about doing the best work of their lives.

Q: What is the value that most resonates with you?

Make it Magic is the one I've been leaning into a lot this year. I've sent very personalised cooking-related swag to a prospect because we bonded over both being terrible cooks. I recently designed a custom book jacket for a prospect who had written his own book. I really do think those small things make a lasting impact, and they help differentiate us from vendors who stop showing up once the deal is done.

Q: What's something you've learned since joining?

When I joined, this was actually my first solutions engineer role. I started by modelling the people around me, trying to be what I thought an SE was. But it wasn't until I started showing up as my actual self, on calls with prospects and in meetings with my AEs, that I really started to feel successful. The quality of my work genuinely improved the more I leaned into just doing it my way, incident.io really champions that. When you show up as yourself, people will remember it way more than some cookie-cutter version of a salesperson.

Q: What does FFOTM mean to you?

It always comes when you most need it. You forget it exists, and then just as you're at your wit's end, it's the first Friday of the month. You can just recharge and take a beat.

Q: What is your favourite incident.io memory so far?

This year's RKO, my colleague and I had been waiting on a big deal for weeks, and it finally closed at dinner during the offsite. I started screaming. There was a lot of hoopla. Mohit gave me a high five, if you know Mohit, you know that's a milestone.

Q: What is one piece of advice you would give yourself on your first day?

Chill out, I was so anxious and stressed about knowing everything and being everything immediately. But it all comes with time. I'd tell myself to trust the process, and to trust more in yourself. You'll get there.

Q: Why shouldn't you work at incident.io?

If you want to clock into a nine to five, have your tasks assigned to you, check them off, and move on with your day, this probably isn't a great fit. If you don't genuinely care about taking ownership and making an impact, it's going to stand out. You're sitting next to a whole crowd of people who do.

Q. What made you say yes to incident.io?

Saying yes to incident.io was a no-brainer for me. The people I met throughout the interview process are what really made the company stand out. While the incident's product, brand, and trajectory were incredibly exciting, what mattered most to me was the team. I’m someone who’s always looking to grow, and that comes from being surrounded by people who challenge and inspire you. It was clear early on that incident.io attracts incredibly smart, caring people who also don’t take themselves too seriously, and that’s what ultimately made the decision so easy.

Q. What advice would you give to candidates interviewing with us?

I’d say, first and foremost, be yourself! Authenticity goes a long way here. Beyond that, do your research, come prepared, and show up in a way that makes it obvious you're curious and you care. People here really care deeply about the work we do, and that energy is a big part of what makes incident.io such a wonderful place to be.