Incident Response Leader
Job Summary
To enhance incident response capabilities, the full-time Incident Response Leader will manage live incident coordination, triage bug reports, and build escalation paths for the CX team in a remote environment.
Key responsibilities
- Run the CX war room during live incidents, coordinating agents and communicating with engineering
- Triage incoming bug reports, reproduce issues, and file them with sufficient context for engineering action
- Lead post-incident reviews to identify breakdowns in response and track fixes to prevent recurrence
Required qualifications
- 4+ years in incident management, technical support operations, or support engineering
- Technical fluency to read logs and understand API errors for effective communication with engineers
- Experience building support or operations processes from scratch
- Ability to maintain composure and structure in high-pressure situations with incomplete information
- Hands-on experience with incident and bug tracking tools like Jira, Linear, or PagerDuty
Complete Job Description
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