Technical Support Engineer
- Location
- New York
- Work mode
- Hybrid
- Employment type
- Full-time
- Salary
- $1,50,000 – $2,00,000 / year
About the job
THE TEAM
The Technical Support Team is usually the first line of communication between incident.io http://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.
WHAT YOU’LL BE DOING:
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
WHAT YOU NEED TO BE SUCCESSFUL:
- 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
From incident.io's careers page (Ashby), checked 29 Oct 2026.
How to apply
- Select Apply on incident.io. It opens incident.io's own application form in a new tab, run on Ashby.
- Fill in the form and upload your résumé there. Jobiwork never sees your application.
- incident.io will reply to you directly. No real employer asks you for money to apply.
Posted 7 Oct 2026 · checked 29 Oct 2026 · Report this job