Lead, Incidents & Escalations, User Operations (AI)

TL;DR

Lead, Incidents & Escalations, User Operations (AI): Building and managing hirify.global's incident and escalation function within User Operations with an accent on cross-functional coordination and high-urgency operational response. Focus on leading live incident response as Incident Commander, driving root cause analysis, and scaling the operating model for global growth.

Location: Must be based in San Francisco (Hybrid: 3 days in office). Relocation assistance is offered.

Salary: $234K – $315K + Equity

Company

hirify.global is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity.

What you will do

• Act as Incident Commander during live incidents, coordinating responses across Engineering, Infrastructure, and Product teams.
• Build and operate processes for tracking, triaging, and resolving critical customer and user escalations.
• Manage internal and external communications, including executive briefings and status page updates.
• Lead post-incident retrospectives to identify root causes and track corrective actions to closure.
• Develop a scalable operating model for incident management as the company grows globally.
• Identify recurring operational issues and partner with leadership to improve system readiness.

Requirements

• 10+ years of experience in incident management, technical support, SRE, or technical program management.
• 5+ years of hands-on experience in production, on-call, or high-urgency operational environments.
• 5+ years of leadership experience in a Support or Engineering environment.
• Must be located in or able to relocate to San Francisco for a hybrid work model (3 days/week in office).
• Experience with tools like PagerDuty, Datadog, Jira, Salesforce, or Zendesk.
• Ability to communicate clearly under pressure with engineers, executives, and external stakeholders.

Culture & Benefits

• Relocation assistance provided for new employees.
• Competitive compensation including equity offers.
• Opportunity to build the first post-AGI support team.
• Work in a high-impact environment at the forefront of AI development.