Job Overview
Location
New York
Job Type
Full-time
Category
Customer Support
Date Posted
June 19, 2026
Full Job Description
📋 Description
- • As a Technical Support Engineer at Incident Technologies, Inc., you will be the first line of communication between incident.io and its customers, playing a critical role in ensuring exceptional customer experiences and product reliability.
- • Day to day, you will deliver world-class support via Slack and Pylon, act as the voice of the customer by capturing feedback and feature requests, resolve technical issues in collaboration with Customer Success Managers and Engineering, debug integration problems, write custom scripts, work with APIs, and help expand technical support processes.
- • You will join a fast-growing, ambitious team within Product Development that values customer success, product quality, and innovation, backed by $100M in funding from top-tier investors and trusted by companies like Netflix, Airbnb, and Block.
- • In this role, you will deepen your technical expertise in SaaS support, strengthen your ability to bridge customer needs with engineering solutions, and grow your impact by shaping support processes and contributing to product improvements through direct customer insights.
🎯 Requirements
- • Proven experience in a similar technical support role, preferably at a SaaS company
- • Experience with monitoring and on-call systems
- • Ability to write code sufficiently to tackle technical challenges and debug integration issues
- • Skill in communicating complex technical information clearly and simply
- • Strong curiosity about how products work and how components interact
- • Smart persistence — knowing when to dig deep into a problem and when to escalate or move on
🏖️ Benefits
- • 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 flexibility
- • Personal development budget
- • Enhanced pension/401k
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Incident Technologies, Inc.
Incident Technologies provides a cloud platform that consolidates alerts, on-call scheduling, incident response workflows, and status communication into one tool. Teams connect monitoring sources, define escalation rules, and automate runbooks to reduce mean time to resolution. The service integrates with Slack, PagerDuty, GitHub, and observability suites, offering real-time collaboration, stakeholder updates, and post-mortem analytics. Founded by ex-Uber and Stripe engineers, the company targets DevOps and SRE groups seeking faster incident handling without juggling multiple tools.
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