Incident Manager

What You’ll Be Working On

Crisis Management & Data-Driven Resiliency

• Handle the "Storm": Lead incident responses for high-visibility issues, ensuring minimal disruption to customer operations. Act as the calm anchor during crises, managing communication and strategy to maintain customer trust during outages or critical failures.
• Analytics & Reliability: Utilize data analytics to identify trends in incidents, translating these insights into actionable strategies for greater system resiliency and reliability.
• Preventative Strategy: Develop robust incident response strategies and designs. Conduct deep post-incident reviews to ensure root causes are addressed and recurrences are eliminated.

Technical Execution & Customer Support

• Troubleshoot and Resolve: Diagnose and resolve complex technical issues related to Infiniband, containerization, and distributed training.
• Implement and Optimize: Guide and assist customers in implementing and optimizing their HPC infrastructure to achieve maximum performance and efficiency.
• Educate and Empower: Develop and deliver training materials, including internal training sessions, documentation, and knowledge base articles, to empower customers to effectively utilize our solutions.
• Collaborate Internally: Work closely with internal engineering and product teams to provide valuable customer feedback. Act as a key technical resource, helping Customer Support Engineers (CSEs) and Customer Success Managers (CSMs) understand and resolve complex product issues.

What You’ll Bring to the Team

Technical Proficiency & Certifications

• Core Tech Stack: Strong technical experience with Linux, Virtualization, Kubernetes, and handling customer incidents.
• Certifications: NVIDIA, Linux, and Kubernetes certifications strongly preferred.
• Networking & Infrastructure: Solid understanding of the TCP/IP stack and Infrastructure-as-Code (IaC) practices.
• Bonus Skills: Programming skills with one or more programming languages.

Essential Experience & Mindset

• Experience: 4-5 years of customer-facing experience and 3-5+ years’ experience in a team leadership role acting as a liaison with external/internal customers.
• Crisis Handling: Proven track record in crisis management, capable of navigating high-pressure situations with a focus on customer experience.
• Problem Solving: Proven problem-solving mindset with the ability to diagnose and resolve complex technical issues.
• Communication: Excellent communication skills, both written and verbal.

Benefits

• Competitive compensation
• Restricted Stock Units
• Paid time off & paid holidays
• Comprehensive health, dental & vision insurance
• Employer contributions to HSA account
• Paid parental leave
• Paid life insurance, short-term and long-term disability
• Professional development & tuition reimbursement
• Mental health & wellness support
• Commuter benefits (parking & transit)
• Cell phone stipend
• 401(k) Retirement plan with company match up to 4% of salary

Compensation Range

Compensation will be paid in the range of $136,125 - $165,000. Restricted Stock Units are included in all offers. Compensation to be determined by the applicant's knowledge, education, and abilities, as well as internal equity and alignment with market data.