Technical Support Engineer

incident.io • New York, NY, USA • $150k - $200k / year • 1m ago

Why This Job is Featured on The SaaS Jobs

Why this Role is Featured on The SaaS Jobs

Technical Support Engineer roles are a core part of modern B2B SaaS, especially for products that sit close to reliability and incident response. In this case, support is positioned within Product Development, signalling a model where customer issues are treated as product signals rather than ticket volume. That setup is particularly relevant in SaaS companies building platforms that integrate deeply with customer workflows and engineering tooling.

From a SaaS career perspective, this kind of role builds durable experience at the intersection of customers, APIs, and product quality. Working across Slack based support, integrations, and debugging alongside Engineering tends to sharpen technical communication and root cause analysis, while also developing an instinct for how SaaS products evolve through feedback loops. The exposure to process building with a support lead is also a practical path into support operations, solutions engineering, or product adjacent roles.

The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.

Job Description

Location

New York

Employment Type

Full time

Location Type

Hybrid

Department

Product Development

Compensation

$150K – $200K • Offers Equity

About incident.io

incident.io is the leading AI incident response platform, built to help teams dramatically reduce incident response time and improve reliability. We bring together on-call, incident response, AI SRE, and status pages in a single platform, giving teams everything they need to respond quickly, reduce downtime, and keep customers in the loop.

Since launching in 2021, we’ve helped over 1,500 companies, including Netflix, Airbnb, and Block, run more than 500,000 incidents. Every month, tens of thousands of responders across Engineering, Product, and Support use incident.io to restore services faster, stay aligned under pressure, and focus on building what matters.

We’re a fast-growing, highly ambitious team that cares deeply about our customers, product quality, and making it magic. We’ve raised $100M from Index Ventures, Insight Partners, and Point Nine, alongside founders and executives from world-class technology companies.

The Team

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.

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

What we offer:

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.