Responsibilities
- Lead coordinated incident response across teams for critical customer outages, aligning engineering, product, and customer support functions while supporting root cause assessment and post-incident reporting.
- Build and refine monitoring systems, dashboards, and alerting frameworks for cloud-based customer environments to enable early detection and rapid resolution of platform issues.
- Act as the primary technical escalation point for complex support cases in the EMEA region, resolving problems involving intricate system interactions and deep platform analysis.
- Create detailed, scenario-driven troubleshooting documentation, playbooks, and knowledge resources to empower frontline support teams to resolve issues autonomously.
- Identify systemic patterns in customer incidents, communicate trends to product development teams, and advocate for long-term solutions over temporary fixes.
Compensation
Salary: £76,000 - Competitive Equity Package - Comprehensive Benefits Plan
Work Arrangement
Remote (Country) — United Kingdom
Team
Remote-first culture with operations in North America, Europe, the Middle East, and APAC.
Other
- Remote-first organization with teams operating across North America, Europe, the Middle East, and APAC.
- Position is located in the United Kingdom with primary responsibility for EMEA customers.
- Directly reports to the Engineering SRE & Support Manager.
