---
title: 'Technical Support Engineer at incident.io'
canonical: 'https://feeny.ai/job/technical-support-engineer-incident-io-san-francisco-a8j1fhn74x8k'
type: 'job'
last_seen: '2026-09-16'
---

# Technical Support Engineer at incident.io

- **Company:** incident.io
- **Location:** San Francisco, CA
- **Compensation:** $150k–$200k
- **Employment:** full-time
- **Posted:** 2026-09-10
- **Last confirmed live:** 2026-09-16
- **Apply:** https://jobs.ashbyhq.com/incident/f8bbd01f-a763-4a24-a0f5-f22f05420893

## Job description

A little about us [incident.io](http://incident.io) is the AI software reliability platform trusted by engineering teams at Netflix, Etsy, and 2,000+ companies who can't afford downtime. The stakes are real, the talent is insane, and somehow it's a genuinely lovely place to work. We all pull our weight, go the extra mile, and put in the bit of magic most companies don't have time for, all while having fun and never taking ourselves too seriously. We've raised $96 million from Index Ventures, Insight Partners, and Point Nine, and we're growing fast. There's never been a better time to join.

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

## About incident.io

## Company Overview
- **One-liner**: incident.io provides an all-in-one AI-powered incident management platform that helps fast-moving teams respond to outages, coordinate on-call, and keep customers informed.
- **Entity Type**: Private (Series B, raised $62M at ~$400M valuation)
- **Headquarters**: London, UK (with offices in San Francisco and New York)
- **Founded**: 2021
- **Founders**: Stephen Whitworth (CEO), Pete Hamilton (CTO), Chris Evans (CPO)

## Core Business
- **Primary industry**: Incident management / IT operations / DevOps
- **Target customers**: B2B, primarily mid-market to enterprise (organisations of 200+ users), including engineering, product, support, and increasingly security teams
- **Mission**: “Move fast when you break things” — empower teams to respond quickly, coordinate clearly, and get better each time something breaks

## Products & Services
- **Response**: End-to-end incident lifecycle management, deeply integrated with Slack and Microsoft Teams, with AI-powered workflows to accelerate resolution
- **On-call**: Modern on-call scheduling with noise reduction, designed for humans — competes directly with PagerDuty (used by 70% of customers)
- **Status Pages**: Automated, transparent status updates to keep customers informed during incidents
- **Investigations**: AI-driven root cause analysis that surfaces failing PRs and suggests fixes, often before the responder has opened their laptop
- **AI Copilot**: Summarises incident calls, queries monitoring tools like Datadog, and generates action items

## Market Standing
- **Valuation**: ~$400 million (Series B, April 2025) — [TechCrunch](https://techcrunch.com/2025/04/10/incident-io-raises-62m-at-a-400m-valuation-to-help-it-teams-move-fast-when-things-break/)
- **Key Metric**: Total funding $96M; annual revenue not disclosed, but customer base tripled in the last 12 months
- **Notable Investors/Partners**: Insight Partners (Series B lead), Index Ventures, Point Nine Capital
- **Growth Signals**: 190 employees across London, SF, and NY; over 1,000 customers including Netflix, Airbnb, Block, Linear, Ramp, and Etsy; 250,000 incidents managed since founding; 75% of new customers are U.S.-based — [incident.io/careers](https://incident.io/careers), [TechCrunch](https://techcrunch.com/2025/04/10/incident-io-raises-62m-at-a-400m-valuation-to-help-it-teams-move-fast-when-things-break/)

## Competitive Advantages
- **All-in-one platform**: Combines on-call, response, status pages, and AI investigation — reducing tool fragmentation that plagues incident management
- **AI-first, pragmatically**: Uses AI where it genuinely adds value (investigation, summarisation, root cause analysis) rather than for hype — [incident.io/blog/incident-io-behind-the-curtain](https://incident.io/blog/incident-io-behind-the-curtain)
- **Office-first culture**: High-bandwidth collaboration and pace, attracting talent who thrive in an in-person environment
- **PagerDuty Rescue Program**: Aggressive migration offering (white-glove migration, contract buyout) to capture market share — [incident.io](https://incident.io/)
- **Strong product-led growth**: Engineers love the product, driving organic adoption

## Strategic Focus
- Deepen AI capabilities for incident investigation and remediation (moving toward autonomous fixes)
- Expand into security incident response (already seeing adoption from security teams)
- Grow U.S. market presence through sales and marketing
- Continue to build out the platform to cover the full incident lifecycle

## Why Work Here
- **Culture**: High trust, high standards, fast execution. Values: *Make it magic*, *Find a way*, *Raise the pace*, *Trust by default*, *Win together* — [incident.io/careers](https://incident.io/careers)
- **Work environment**: Office-first in London (4–5 days/week expected, with occasional remote weeks); offices in SF and NY. Not a remote-first company — [incident.io/blog/incident-io-behind-the-curtain](https://incident.io/blog/incident-io-behind-the-curtain)
- **Engineering culture**: 1–3 week projects, broad product surface area, written alignment (scopes, design docs, thorough commit messages), AI used where it genuinely helps
- **Growth**: Well-funded, fast-growing, strong market position — career-defining problems and a wildly talented team
- **Perks**: Not explicitly listed, but emphasis on sane work-life balance, autonomy, and working on a product customers genuinely love

## Sources
1. [incident.io/careers](https://incident.io/careers)
2. [incident.io](https://incident.io/)
3. [LinkedIn](https://www.linkedin.com/company/incident-io)
4. [incident.io/blog/incident-io-behind-the-curtain](https://incident.io/blog/incident-io-behind-the-curtain)
5. [TechCrunch](https://techcrunch.com/2025/04/10/incident-io-raises-62m-at-a-400m-valuation-to-help-it-teams-move-fast-when-things-break/)

## Other roles at incident.io

- [Business Development Representative](https://feeny.ai/job/business-development-representative-incident-io-london-pak946r5zc9h) — London, United Kingdom
- [Commercial Account Executive](https://feeny.ai/job/commercial-account-executive-incident-io-london-htz0jk86k8nj) — London, United Kingdom
- [Expansion Account Manager](https://feeny.ai/job/expansion-account-manager-incident-io-london-ae2qnvf5csf8) — London, United Kingdom
- [Senior Brand Designer (12 month FTC)](https://feeny.ai/job/senior-brand-designer-12-month-ftc-incident-io-london-9x8anjgfrbxp) — London, United Kingdom
- [Product Engineer Summer Internship](https://feeny.ai/job/product-engineer-summer-internship-incident-io-london-64gyp7sss0dk) — London, United Kingdom
- [Product Engineer Placement (6 Months)](https://feeny.ai/job/product-engineer-placement-6-months-incident-io-london-2jc4dkphfx8p) — London, United Kingdom
- [Product Engineer Placement (1 year)](https://feeny.ai/job/product-engineer-placement-1-year-incident-io-london-gv4ywr4qnzzg) — London, United Kingdom
- [Product Engineer Graduate](https://feeny.ai/job/product-engineer-graduate-incident-io-london-exsvadgts3ny) — London, United Kingdom
- [Product Marketing Manager - AI & Platform](https://feeny.ai/job/product-marketing-manager-ai-platform-incident-io-london-4z0spsnssac6) — London, United Kingdom
- [Channel Partner Sales Manager](https://feeny.ai/job/channel-partner-sales-manager-incident-io-new-york-my7yyhcvcv46) — New York, NY