Incident

4 months ago

Technical Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 13 hours agoStatus: Live

Job Summary

A Technical Support Engineer at incident.io helps customers solve technical challenges, collaborates with Product and Engineering, and improves support processes. You’ll deliver world-class support via Slack and Pylon, capture customer feedback for product teams, and work with Engineering to debug integrations and API issues. The role requires SaaS experience, coding ability, and strong communication to translate complex tech concepts clearly.

Location: San Francisco

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Deliver a world-class customer experience for inbound support questions over Slack and Pylon
•Act as the voice of the customer by capturing product feedback and feature requests for Product and Engineering
•Handle technical challenges that arise with customers in partnership with our Customer Success Managers
•Expand our technical support processes in collaboration with the Head of Technical Support
•Resolve customer technical issues directly with Engineering, to debug integration issues, write custom scripts, and work with our API

Pay and Benefits

Salary: USD 150,000 - 200,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceParental LeaveAnnual LeaveRemote Work401kEquityLearning Budget

Key Requirements

•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

Experience:SaasMonitoringOn-callEngineeringSupport

Skills:CommunicationProblem-solvingTeamworkEmpathyCritical thinking

Tech Stack:SlackPylonAPIMonitoringOn-callSaaS

Company Brief

Incident

Provides an all‑in‑one incident management platform that integrates on‑call scheduling, incident response, status pages and AI automation to help engineering teams detect, coordinate, resolve, and learn from software outages.

Industry: Developer Tools

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Valuation: USD 250M to 500M

Funding: Series B

Headquarters: San Francisco, United States

Founded: 2021

Glassdoor: 4.4

Website LinkedIn Glassdoor

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Incident

4 months ago

Technical Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 13 hours agoStatus: Live

Job Summary

Location: San Francisco

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Deliver a world-class customer experience for inbound support questions over Slack and Pylon
•Act as the voice of the customer by capturing product feedback and feature requests for Product and Engineering
•Handle technical challenges that arise with customers in partnership with our Customer Success Managers
•Expand our technical support processes in collaboration with the Head of Technical Support
•Resolve customer technical issues directly with Engineering, to debug integration issues, write custom scripts, and work with our API

Pay and Benefits

Salary: USD 150,000 - 200,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceParental LeaveAnnual LeaveRemote Work401kEquityLearning Budget

Key Requirements

•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

Experience:SaasMonitoringOn-callEngineeringSupport

Skills:CommunicationProblem-solvingTeamworkEmpathyCritical thinking

Tech Stack:SlackPylonAPIMonitoringOn-callSaaS

Company Brief

Incident

Industry: Developer Tools

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Valuation: USD 250M to 500M

Funding: Series B

Headquarters: San Francisco, United States

Founded: 2021

Glassdoor: 4.4

Website LinkedIn Glassdoor