Coordinate and manage escalated incident processes, ensuring timely restoration of failed services.
Communicate incident status, resolution, and success criteria to internal and customer stakeholders.
Own Root Cause Analysis (RCA) processes and manage Technical Action Plans for Sev1 and Sev2 incidents.
HealthEdge is a healthcare software company providing hosted solutions for the healthcare industry. The company operates in a full-time, remote environment with a focus on collaborative and cross-functional teamwork.
Oversee IT incidents from detection to resolution, coordinating cross-functional teams to minimize disruption.
Maintain accurate documentation, analyze trends, and ensure compliance with SLAs.
Facilitate post-incident reviews and drive process improvements to strengthen operational resilience.
Jobgether uses AI-powered matching to connect candidates with hiring companies, focusing on efficiency and fairness. They operate as a platform that processes applications and shares top-fitting candidates with employers, emphasizing innovation and continuous improvement.
Lead end-to-end management of major production incidents, coordinating cross-functional teams from detection to resolution.
Drive improvements in operational reliability by reducing MTTD, MTTR, and optimizing on-call programs.
Facilitate blameless postmortems and establish incident management standards including severity frameworks and runbooks.
Jobgether is an AI-powered job matching platform that connects candidates with hiring companies. They focus on innovation and operational excellence within a globally distributed engineering organization.
Coordinate incident response for critical production issues, ensuring clear communication and timely resolution.
Act as a central point of contact during incidents, driving alignment across engineering, product, and operations.
Facilitate post-incident reviews, analyze trends, and implement process improvements to prevent recurrence.
The company focuses on operational resilience and incident management for technology systems. It is a technology-driven organization with a collaborative culture emphasizing teamwork and continuous improvement.
Supervise and coach a team of IT support analysts handling inbound tickets, calls, and chats for a live digital court reporter product.
Lead incident response for high-severity events, coordinate cross-team escalations, and maintain runbooks and training materials.
Build and manage hardware kit provisioning, on-call schedules, and support metrics reporting to improve service quality.
Magna Legal Services provides end-to-end legal support services to law firms, corporations, and governmental agencies throughout the nation. They are building a dedicated support team for their digital court reporter product, Maggie, and are roughly doubling their user base over the next year.
Drive critical production issues to timely resolutions with strong communication and leadership.
Lead risk assessments and postmortems to help teams spot patterns and prevent future incidents.
Analyze incident data and trends to identify improvements and reduce impact over time.
Grant Street Group helps public sector agencies run financial and tax solutions. They are a technology-focused company with a collaborative culture that emphasizes teamwork and professional excellence.
Handle escalated L2 support tickets for an AI-powered conversational platform, investigating and resolving complex issues such as logic failures and integration errors.
Perform root cause analysis, document findings in defect reports and troubleshooting guides, and maintain runbooks and knowledge base articles.
Distinguish between bugs and feature requests, escalate to L3/L4 engineering, and support UAT test case execution during platform releases.
Miratech is a global IT services and consulting company that helps visionaries change the world through digital transformation. With nearly 1000 full-time professionals and a culture of 'Relentless Performance', the company achieves a 99% project success rate and operates across 5 continents.
Receive and process requests per alerts and calls within defined SLAs, performing ticket creation and routing to L2 engineers.
Troubleshoot and resolve L1/L2 issues through log review and root cause analysis, following pre-defined procedures.
Acknowledge alerts from OpsGenie, implement fixes, and proactively improve support procedures.
Miratech is a global IT services and consulting company that helps enterprises with digital transformation. Retaining nearly 1,000 full-time professionals across 25+ countries, the company has a culture of Relentless Performance with a 99% project success rate.
Lead and support the response to all security events and incidents across Twilio's global infrastructure, services, and applications.
Work cross-collaboratively to solve challenges related to a broad spectrum of threat actors and improve security posture.
Own the security incident lifecycle, participate in on-call rotation, and conduct post-incident betterments.
Twilio shapes the future of communications with innovative solutions for hundreds of thousands of businesses, empowering millions of developers worldwide. The company embraces a remote-first work culture and a strong culture of connection and global inclusion, fostering a vibrant and diverse team.
Lead strategy, planning, and execution of virtual and in-person customer events and hacking challenges for strategic accounts.
Leverage AI tools and data-driven insights to improve event scalability, efficiency, and participant outcomes.
Manage budgets, vendors, logistics, and cross-functional collaboration to ensure customer success and measurable business impact.
HackerOne is a global leader in Continuous Threat Exposure Management, combining agentic AI with the world's largest community of security researchers to reduce cyber risk. The company is trusted by leading enterprises and has been named a Most Loved Workplace for Young Professionals.
Act as a customer advocate managing complex escalations across cloud and enterprise products.
Coordinate with cross-functional teams to drive timely resolutions and improve customer experience.
Proactively communicate with technical and non-technical audiences, ensuring clarity on case status and next steps.
Blueprint is a technology solutions firm that helps organizations unlock value from existing assets by leveraging cutting-edge technology to create additional revenue streams. The company has a strong presence across the United States and values its people as its greatest asset, fostering a bold, smart, agile, and fun culture.
Monitor and support 24x7 production operations for enterprise API gateway environments, including incident triage and service restoration.
Troubleshoot and document production issues, perform root cause analysis, and update runbooks in ServiceNow.
Validate monitoring, patching, and post-change readiness to ensure reliable gateway performance.
Acuity, Inc. is a management and technology consulting firm that supports federal agencies with IT modernization, data enablement, and hyperautomation. The company has been recognized as a Best Place to Work for over 9 years and fosters a people-first culture with diverse and inclusive environment.
Own and resolve the most technically complex, high-priority, and enterprise-critical tickets via email and live screen share for EMEA/APAC customers.
Independently investigate and diagnose ambiguous technical issues, applying strong root-cause analysis to determine effective solutions.
Mentor and coach newer support agents on troubleshooting technique, tone, and prioritization while contributing to support documentation.
Yoodli is an AI roleplay simulator that helps individuals and teams master communication through private, judgment-free coaching. The company has raised $40M in Series B funding, is doubling its team in 2026, and is headquartered in Seattle with a culture of humility, bias for action, and winning together.
Run Kata.ai's Technical Support function end-to-end, managing client issue triage, BAU requests, SLA performance, incident response, and workflow improvement across chatbot, voice AI, and Omnichannel platforms.
Lead the weekly Incident Review forum to convert recurring incidents into structured action items for Engineering and Product.
Ensure clients experience reliable, fast, high-quality service resolution while operational insights flow back into Engineering and Product to reduce recurring issues.
Kata.ai is an Indonesian Conversational Artificial Intelligence company that creates technology to enhance understanding of human conversations. Established in 2015, the company has become a trusted partner for major corporations such as Microsoft, Accenture, and Line, and received Series-B funding in 2020.
Drive evolution of Global Support into proactive, intelligence-driven, AI-enabled customer operations through operational intelligence, escalation governance, and workflow automation.
Lead cross-functional operational alignment across Support, Product, Engineering, and Customer Experience teams to modernize support operations.
Oversee support operational tooling, systems optimization, and readiness for major releases and strategic initiatives.
Everbridge is a global leader in critical communications, public safety, and enterprise safety solutions, enabling organizations to deliver life-saving communications at scale. The company fosters a culture of operational excellence, innovation, and proactive customer advocacy.
Lead, mentor, and develop a team of engineers and administrators managing enterprise productivity platforms.
Oversee 24x7x365 operational support, including on-call rotations and escalation management.
Act as senior technical escalation point for complex incidents and drive platform enhancements.
Cision is a global leader in consumer and media intelligence, engagement, and communication solutions. The company serves over 75,000 organizations, including 84% of the Fortune 500, and is committed to fostering an inclusive environment.
Serve as first point of contact for customer inquiries via phone, email, chat, and support portal, providing prompt and professional service.
Troubleshoot routine software, configuration, account access, and usability issues using established procedures and knowledge base articles.
Document and manage support tickets, escalate unresolved issues to senior team members with thorough detail.
Mitratech builds world-class software that simplifies operations in Legal, Risk, Compliance, and HR functions. With a globally dispersed team of innovators, they serve 20,000 clients including 30% of the Fortune 500, fostering a diverse and inclusive culture.