San Francisco • Hybrid • $150K – $200K • Offers Equity
incident.io is the leading all-in-one platform for incident management. From small bugs to major outages, incident.io helps teams respond fast, reduce downtime, and improve every time something goes wrong.
Since launching in 2021, we’ve helped 800 companies—including Netflix, Airbnb and Block—resolve over 250,000 incidents. Every month, more than 30,000 responders across Engineering, Product and Support use incident.io to fix things faster.
We’re a small team that cares deeply about pragmatism, quality, magic, and pace. We've raised $100M from Index Ventures, Insight Partners and Point Nine, alongside many angel investors who are founders and executives of world-class companies.
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.
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 VP of Engineering
Resolving customer technical issues directly with Engineering, to debug integration issues, write custom scripts, and work with our API
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
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