Responsibilities
- Direct incident response for cloud-native environments, including leading high-severity events as incident commander
- Maintain and enhance incident management, escalation procedures, and post-incident review workflows
- Oversee on-call schedules, escalation protocols, and the overall health of operational support
- Manage production deployments and changes with focus on readiness, validation, and rollback preparedness
- Collaborate with Engineering and Platform teams to strengthen service reliability and system resilience
- Advance automation and AI-driven operations to minimize manual tasks and reduce operational burden
- Monitor and improve critical operational KPIs such as system availability, mean time to resolution, and incident recurrence rates
- Lead and develop team members providing Level 3 production support
- Develop and maintain runbooks, operational standards, and incident response documentation
- Serve as the main operations liaison to Product, Cloud, and Security teams
- Lead disaster recovery preparedness through planning, coordination, and execution of regular DR drills
- Ensure findings from disaster recovery exercises are recorded, addressed, and integrated into operational enhancements
- Coordinate audit readiness and support for operational controls, including SOX, SOC, HIPAA, and customer audits
- Work with Security, Compliance, and Engineering teams to resolve audit findings and mitigate operational risks
Benefits
- Competitive pay structure
- Remote-first policy allowing work from any U.S. location
- One-time stipend for home office setup
- Monthly reimbursement for Wi-Fi expenses
- Flexible scheduling with core collaboration hours between 10:00 AM and 3:00 PM ET
- Annual in-person company-wide gathering
- Flexible paid time off to support employee well-being
- 17 paid company holidays annually
- Paid leave for illness
- Paid parental leave benefits
- Multiple medical plan choices with substantial employer premium contributions
- Dental and vision coverage for employees and dependents, including orthodontia
- Employer contributions to Health Savings and Flexible Spending Accounts based on selected plan
- 401(k) plan with company matching contributions
Compensation
Competitive compensation
Work Arrangement
Remote (Worldwide)
Other
- Flexible work hours with core collaboration window from 10:00 AM to 3:00 PM ET
- One-time home office stipend provided
- Monthly Wi-Fi reimbursement
- Annual company-wide offsite event
- Flexible PTO policy
- 17 company holidays
- Paid sick leave
- Paid parental leave
- Company contributions to HSA/FSA accounts based on plan selection
- 401(k) with company match
