🛠 Tech Stack

💼 About This Role

You'll manage escalation pipelines and drive cross-functional coordination for a Decision Intelligence platform. You'll enforce SLAs and ensure data integrity in ticketing systems to unblock critical incidents. This role offers the chance to improve support processes and contribute to a growing SaaS company.

🎯 What You'll Do

• Act as primary gatekeeper for escalation pipeline management.
• Coordinate with internal teams to unblock stalled escalations.
• Translate governance reports into actionable tasks with tracking tickets.
• Manage lifecycle of technical documentation and content validation.

📋 Requirements

• 3-5 years of experience in Incident Management or Support Operations.
• Advanced proficiency in Jira and spreadsheet tools.
• Technical understanding of APIs, databases, and log structures.
• Track record of holding staff accountable to processes without authority.

✨ Nice to Have

• Experience in a fast-paced SaaS environment.
• Knowledge of deployment processes and engineering workflows.
• Familiarity with auto-generated knowledge bases and content validation.

🎁 Benefits & Perks

• 🏖️ Remote work from India.
• 🏥 Health insurance (likely, standard for US-based tech).
• 💻 Home office stipend (assumed for remote roles).
• 📈 Professional development opportunities.
• 🎉 Team events and company culture initiatives.

🚩 Heads Up

• Role requires night shift during US hours but location is India.
• Nice-to-have list is extensive and some items seem like requirements.
• No salary range provided in the listing.