Behind every support request is a person. Every Friday, we feature someone in support who inspires us. Today, we're featuring Mihaela Giurgia – Technical Support Engineer at incident.io. Here's her story 👇

✨ What inspired you to pursue a career in support?

I’ve always been drawn to the logic behind problem-solving and the speed at which things connect in support. There’s an inherent challenge in finding a way to resolve issues or provide workarounds, and I thrive in that fast-paced environment. Knowing that I can make an impact by delivering solutions that truly help users is what keeps me motivated every day.

😍 What do you love about it?

Support is never repetitive—it constantly keeps you on your toes. Even when a situation seems familiar, there’s always a new variable, whether it’s the client's unique approach or the specificity of their request. The moments where you think you’ve seen it all can surprise you, and that’s what makes it exciting. It’s about reflecting, iterating, and improving to ensure that each user experience is seamless and impactful.

🪄 Who’s someone you learned a lot from, and what did you learn from them?

My previous manager, Francisco, had a hands-on, lead-by-example approach that shaped my perspective on support. He showed me the importance of tackling technical challenges with precision and efficiency while also putting people first. His ability to balance speed, quality, and collaboration was something I admired and strive to embody in my own work.

📣 What advice would you give to someone else wanting to break into support?

Be a sponge—absorb everything, ask questions, and practice relentlessly. Trust is a two-way street, and the more you invest in learning and growing, the more valuable you become to your team. You only get to break into support once, so make it count—take every opportunity to learn, improve, and contribute meaningfully.

🏅 What company has recently really impressed you with the quality of their support?

While I could have chosen another company, I have to say that incident.io has truly impressed me. As a new hire, seeing firsthand how my colleagues provide exceptional, thoughtful, and efficient support has only strengthened my confidence in my decision to join this team. They raise the pace, find a way to solve problems, and default to trust, all while ensuring that every customer interaction feels seamless and impactful. What makes it even more special is how we win together—support isn’t just a function, it’s a collective effort where everyone plays a role in creating magic for our users.