Incident Response Leader, Bugs and Outages

📋 Description

• Run the CX war room during live incidents: coordinate agents, write and push customer-facing status
• Triage incoming bug reports from support, reproduce issues where possible, and file them to
• Build and maintain escalation paths into Product and Engineering, including shared severity
• Own the known-issue library: keep it current during active incidents so every agent and AI tool is
• Lead post-incident reviews for CX, identify what broke down in the response, and track fixes
• Design and stand up on-call coverage for CX so off-hours incidents have a clear owner and a clear

🎯 Requirements

• 4 or more years in incident management, technical support operations, or a support engineering role
• Technical fluency that lets you read logs, understand API errors, and have a real conversation with
• Demonstrated experience building support or ops processes from scratch, not just following existing
• Comfort being the calm, structured voice in a high-pressure situation where information is
• Hands-on experience with incident and bug tracking tools such as Jira, Linear, PagerDuty, or
• (Plus) Experience supporting a trading platform, financial product, or any system where real-time

🎁 Benefits

• Competitive salary & equity
• Unlimited PTO
• Full Health, Vision, & Dental coverage
• 401k match
• Hardware setup: new MacBook Pro, big display, & accessories