Incident Response Leader, Bugs and Outages

Tech Stack

Responsibilities

• Run the CX war room during live incidents, coordinating agents and pushing customer-facing status updates.
• Triage incoming bug reports from support, reproduce issues, and file them to engineering with deep technical context.
• Build and maintain escalation paths into Product and Engineering, including shared severity definitions and service level expectations.
• Own and update the known-issue library during active incidents to ensure agents and AI tools have accurate information.
• Lead post-incident reviews for CX to identify breakdowns and track fixes to prevent recurring contact volume.

Benefits

• 401k
• Equity
• Health Insurance
• Unlimited PTO

Culture