Incident Management Specialist (SaaS)

TL;DR

Incident Management Specialist (SaaS): Coordinating the end-to-end lifecycle of critical incidents and high-priority customer escalations with an accent on cross-functional collaboration between Support, Engineering, and Sales. Focus on mitigating churn risk for strategic accounts, analyzing incident trends, and improving operational response workflows.

Location: Onsite in Cork, Ireland

Company

hirify.global is an AI-driven digital work platform specializing in Unified Endpoint Management (UEM), Virtual Apps, Desktops, and Security & Compliance.

What you will do

• Act as the primary coordinator for critical incidents and customer escalations to ensure timely resolution.
• Manage the complete incident lifecycle, including identification, prioritization, and closure.
• Serve as the key point of contact for stakeholder communication, providing clear and proactive updates.
• Drive execution across cross-functional teams (Support, Engineering, Sales) to resolve complex technical issues.
• Support the Critical Accounts Program (CAP) by managing high-risk customer situations and mitigating churn.
• Analyze incident trends to identify preventative improvements and increase operational efficiency.

Requirements

• 3+ years of experience in technical or product support in a customer-facing role.
• Proven experience managing customer escalations and high-priority incidents.
• Strong troubleshooting skills and the ability to interpret system logs and data.
• Proficiency with tools such as Salesforce, Jira, Excel, and Confluence.
• Ability to remain effective under pressure and communicate with both technical and non-technical stakeholders.
• Exposure to SaaS, enterprise software, or complex IT environments.

Nice to have

• Knowledge of incident management frameworks (e.g., ITIL).
• Experience working within global follow-the-sun support models.
• Experience handling enterprise or strategic accounts.

Culture & Benefits

• Opportunity to work with a rapidly growing AI-driven platform.
• Collaborative, global team-based environment.
• Commitment to core values including trust, inclusiveness, and driving efficiency.
• Strategic role sitting at the intersection of technical support and customer engagement.