SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
incident.io is an AI-powered software reliability platform used by engineering teams at Netflix, Etsy, and 2,000+ companies to manage incidents and prevent downtime. The company has raised $96M from top-tier VCs and is growing rapidly.
As a Technical Support Engineer, you'll be the first point of contact for customers, handling inbound support inquiries via Slack and Pylon. You'll work directly with customers to resolve technical challenges, debug integration issues, and write custom scripts when needed. The role bridges customer needs and product development—you'll capture feedback and feature requests to inform the product roadmap and collaborate closely with Engineering to resolve complex issues.
Key responsibilities include:
- Delivering world-class support for technical questions and troubleshooting
- Acting as the voice of the customer, synthesizing feedback for Product and Engineering teams
- Partnering with Customer Success Managers on technical escalations
- Helping expand and improve technical support processes
- Working directly with Engineering to debug integrations and resolve API-related issues
You'll need proven experience in technical support at a SaaS company, ideally with exposure to monitoring and on-call systems. You should be able to write code proficiently enough to tackle technical challenges and debug issues. Strong communication skills are essential—you'll need to explain complex technical concepts clearly to non-technical stakeholders. You're product-minded, curious about how systems work, and smartly persistent in problem-solving.
