Site Reliability Engineer/Incident Manager

Overview

• Own and manage critical customer escalations for large enterprise customers (primarily utility
• companies & investor-owned utilities).
• Act as the single point of contact during incidents — managing customer communication, hosting/leading calls, and tracking action items to closure.
• Collaborate with Engineering, Support, and Cloud Operations to resolve incidents involving APIs, Node.js services, web servers, load balancers, Cloudflare CDN, and other infrastructure components.
• Apply technical troubleshooting/programming background to accelerate resolution.
• Domain knowledge of utility messaging and extreme weather notifications is a strong plus.

Key Responsibilities

Incident Management

• Serve as primary customer contact during critical incidents.
• Schedule and lead escalation calls, ensuring updates and agreed next steps are clear.
• Track and drive all action items to closure.
• Partner with Customer Success Managers (CSMs) to align escalation handling with account strategy.

Technical Oversight

• Oversee resolution of incidents involving APIs, Node.js, servers, load balancers, Cloudflare CDN, and cloud infra.
• Translate technical issues into business impact for customers.
• Provide hands-on troubleshooting or code/configuration review if technically capable.

Cross-Functional Coordination

• Collaborate with Engineering, Support, and Cloud Ops to break down complex issues into actionable steps.
• Align on incident priorities, deadlines, and dependencies.
• Escalate internally when blockers threaten resolution timelines.

Communication & Reporting

• Send frequent, accurate status updates to customers and stakeholders.
• Keep leadership informed of status, risks, and mitigation.
• Document incident details, root cause, and resolution for post-incident reviews.

Post-Incident Activities

• Validate resolution with customer before closing.
• Conduct post-mortems to identify lessons learned and process improvements.
• Update internal playbooks and knowledge base.

Qualifications

Required:

• 5+ years in customer-facing roles in enterprise SaaS, technical support, or incident management.
• 8+ years of IT experience.
• Strong technical understanding of APIs, Node.js, servers, load balancers, Cloudflare CDN, cloud infra.
• Proven track record coordinating high-severity incidents across multiple teams.
• Exceptional communication skills for technical and executive audiences.
• Strong organizational skills; ability to manage multiple escalations under pressure.
• Flexibility to work across US Eastern/Pacific time zones.

Preferred:

• Background as a programmer or technical engineer.
• Experience with utility messaging & extreme weather notification systems.
• Knowledge of ITIL incident management practices.
• Familiarity with SaaS architecture, cloud hosting, distributed systems.
• Understanding of utility industry regulations & operations

Job Type: Full-time

Application Question(s):

• What's your current and expected salary?

Work Location: Remote