{"id":2043874,"url":"https://alion.io/job/incident-io-technical-support-engineer-3","title":"Technical Support Engineer","company":{"id":7694,"name":"incident.io","domain":"incident.io","url":"https://alion.io/company/incident-io","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":79,"open_postings":7,"ghost_share":0,"stale_share":0.857,"repost_share":0,"time_to_fill_p50_days":34,"computed_at":"2026-10-10T05:45:15Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":150000,"max":200000,"currency":"USD","period":"year","gross":null,"usd_annual":200000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Slack","optional":false}],"status":"live","first_seen_at":"2026-10-07T18:13:31Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-10T23:08:13Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"The Team\nThe Technical Support Team is usually the first line of communication between incident.io and our customers.\nWe’re part of Product Development, and we’re crucial in ensuring our customers have the best possible experience with our product.\nIt’s typical for us to jump on customer calls if needed, discuss best approaches, and provide support when a bug sneaks in.\nWe also collaborate with Product and Engineering, being an essential part of delivering the best possible product.\nWhat you’ll be doing:\nYou’ll be joining as a Technical Support Engineer and be responsible for delighting our customers by solving their technical challenges.\nDelivering a world-class customer experience for inbound support questions over Slack and Pylon\n\nActing as the voice of the customer, by capturing product feedback and feature requests for Product and Engineering\n\nHandling technical challenges that arise with customers in partnership with our Customer Success Managers\n\nExpanding our technical support processes in collaboration with the Head of Technical Support\n\nResolving customer technical issues directly with Engineering, to debug integration issues, write custom scripts, and work with our API\n\nWhat you need to be successful:\nProven experience in a similar role, preferably at a SaaS company, with some experience with monitoring and on-call systems\n\nAble to write code at least enough to be dangerous and proficient enough to tackle technical challenges\n\nAble to communicate complex technical information by conveying in a clear and simple manner\n\nLove products and are keen to understand how they work and how different parts interact with one another\n\n You are smartly persistent; 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