About FireHydrant

FireHydrant is the only full-cycle incident management platform that drives reliability. It replaces siloed knowledge, disparate tools, and homegrown processes with a fully automated, customizable platform, enabling teams to efficiently and consistently respond to incidents—and, most importantly, learn from them. That’s why the world’s most innovative engineering teams, including Spotify, Snyk, and 1Password, choose FireHydrant to build and scale their incident management programs.

Backed by Menlo Ventures, Work-Bench, Harmony Partners, and Salesforce Ventures, we’re building the future of reliability from remote offices across the U.S. Join us.

The Role

We’re looking for a customer-focused and technically skilled Technical Support Engineer to join our growing Customer Engineering team at FireHydrant. In this role, you’ll play a pivotal part in ensuring our customers can successfully navigate and leverage our platform. Our users include some of the world’s most innovative engineering teams across social media, online gaming, cloud infrastructure, developer tooling, e-commerce, online payments, and streaming. You’ll be at the front line of troubleshooting technical issues, resolving support tickets, and collaborating closely with our engineering team to improve the product experience. Your expertise will help customers effectively manage incidents and maintain system reliability at scale.

What You’ll Do

• Be the first line of customer support: Provide expert troubleshooting and technical assistance, ensuring customers can effectively navigate and utilize FireHydrant’s platform.
• Own technical issue resolution: Investigate, diagnose, and resolve complex technical challenges across our platform, APIs, and integrations, driving solutions that improve customer outcomes.
• Partner with engineering on product improvements: Collaborate with our R&D team to identify, document, and track product issues, ensuring clear communication and timely resolution.
• Deliver responsive and reliable support: Provide accurate, thorough, and timely responses to technical inquiries while maintaining SLA commitments.
• Improve support efficiency: Monitor support trends, identify recurring issues, and recommend proactive solutions to enhance troubleshooting and customer enablement.
• Expand technical resources: Contribute to knowledge base articles, troubleshooting guides, and best practices to empower customers and internal teams with self-service resources.

What We’re Looking For

• Technical expertise: Experience in customer-facing technical roles, preferably in SaaS, DevOps, or enterprise software, with a strong understanding of modern software architecture and REST APIs.
• Problem-solving mindset: Ability to analyze complex technical issues, troubleshoot effectively, and drive solutions that improve the customer experience.
• Support operations proficiency: Familiarity with support platforms like Zendesk, Jira, and other technical support tooling to manage and resolve customer issues efficiently.
• Clear and concise communication: Strong written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• Collaboration and ownership: Works cross-functionally with engineering and product teams to escalate and resolve issues while maintaining a customer-first mindset.

Bonus points if you have:

• Experience with incident management platforms or related DevOps tools.
• Knowledge of programming languages such as Python, Ruby, or JavaScript.
• Familiarity with monitoring and observability tools like Datadog, New Relic, or PagerDuty.
• Experience supporting enterprise customers in a B2B environment.
• Background in site reliability engineering (SRE) or production operations.

Why Join FireHydrant?

At FireHydrant, we’re building more than a platform—we’re creating a team where everyone can thrive.

Life at FireHydrant

• Remote-First Culture: Work from wherever you thrive best, with team members across the U.S.
• In-Person and Virtual Connection: We host an annual company-wide gathering, with additional team-specific meetups 1-2 times a year (safety permitting), alongside virtual events throughout the year to maintain connection.
• Tools for Collaboration: We leverage Slack, Zoom, and Google Workspace to stay connected and productive.
• Kind Candor: We foster honest communication, delivered with kindness, to strengthen collaboration.
• Transparency and Equity: We openly share information and value contributions from everyone, regardless of title or experience.
• Shared Values: Trust, integrity, and a commitment to continuous improvement guide everything we do.

Benefits

• Comprehensive Health Coverage: Enjoy peace of mind with 100% employer-paid health, vision, and dental premiums for employees, plus 85% coverage for dependents. Need extra coverage? Take advantage of our optional buy-up plan at a shared cost.
• Flexible Time Off: Our unlimited vacation policy ensures you take the time you need, with a recommended minimum of three weeks off each year. We prioritize sustainable working hours to help you achieve a healthy work-life balance.
• Home Office Stipend: Set yourself up for success with a generous stipend to personalize and optimize your home workspace for maximum productivity and comfort.
• 401(k) Matching: Secure your financial future with our competitive 401(k) match, designed to help you grow your retirement savings with confidence.

Compensation

The expected salary for this role is $125,000.00 per year. This role is also eligible for an equity grant as part of FireHydrant’s total compensation package.

Requirement

Candidates must be authorized to work in the U.S. without the need for current or future employer-sponsored work authorization.