US - Remote
Remote
Senior
Full Time
15 days ago
💰$140,000 - $175,000
remotemanagertechnical supportSaaScloudincident management
Requirements
- •Bachelor's Degree in STEM field or equivalent experience
- •6–8 years of experience in SaaS technical support, SRE, escalations engineering, or incident response
- •5+ years managing technical teams in a tiered or escalations model
- •Extensive customer facing experience interacting with C level stakeholders, senior business leaders, and technical leadership teams
- •Deep understanding of cloud architectures, observability, APIs, logs, and troubleshooting methodologies
- •Strong background in incident and problem management (RCA, CAPA, PIRs)
- •Experience collaborating with engineering and product on defect intake and prioritization
- •Ability to travel less than 10% as business needs require
- •Must be legally authorized to work in United States; no employment sponsorship provided
What You'll Do
- •Build, lead, and coach the Technical Support team
- •Own technical case management, including MTTR, SLA performance, prioritization, communication
- •Implement end-to-end case ownership, ensuring zero “ping-ponging” between teams
- •Build and maintain operational runbooks, SOPs, and service workflows for the technical track
- •Act as incident commander during Sev-1 and Sev-2 events
- •Oversee technical investigation and resolution for cloud service interruptions, API failures and integration issues, customizations/configured logic incidents, platform performance degradation
- •Perform and review RCAs, trend analysis, and corrective/preventive actions
- •Serve as a customer facing technical leader during escalations
- •Deliver concise, Executive-ready summaries to senior business and technical stakeholders
- •Participate in customer incident calls, debriefs, and roadmap discussions
- •Act as the technical point of contact when Support requires senior leadership presence
- •Validate escalations prior to Engineering handoff; ensure complete triage, reproducible steps, logs, and metadata
- •Partner with the TPM on prioritization, defect intake, and technical debt grooming
- •Identify recurring incidents and drive durable product improvements
- •Use AI triage to improve routing accuracy between Functional and Technical Support
- •Collaborate with the TPM to implement AI clustering for “silent” platform issues
- •Oversee AI deflection for common configuration and how-to issues
- •Perform other duties as assigned to support departmental and company objectives
Benefits
- •Competitive Compensation Package ($140,000 - $175,000 base salary + variable component)
- •Comprehensive Healthcare Coverage (Health, Dental, Vision)
- •Retirement Savings Plan with an Employer Contribution
- •Professional Development Opportunities
- •Time Off
- •Wellness Initiatives
- •Employee Assistance Program
- •Generous Global Parental Leave
- •Calm, free premium subscription
- •Employee Discount Program