Incident Operations Specialist (AI)

TL;DR

Incident Operations Specialist (AI): Managing and optimizing incident response systems and workflows with an accent on automation and operational reliability. Focus on building AI-powered operational tools, maintaining observability dashboards, and scaling incident management processes across the organization.

Location: Must be based in North America (United States or Canada)

Salary: $119,000 – $178,500 (USD) / CA$108,200 – CA$162,300 (CAD)

Company

Zapier builds and uses automation to make work more efficient, creative, and human.

What you will do

• Own and maintain incident tooling operations including incident.io, PagerDuty, and Slack-based workflows.
• Design and ship repeatable AI-powered workflows for incident summarization, postmortem generation, and triage.
• Build and troubleshoot operational reporting and dashboards using SQL, Databricks, Grafana, and Looker.
• Grow and maintain the Incident Commander community, providing coaching and sharing learnings across incidents.
• Maintain and update playbooks, templates, and enablement assets to ensure usability under pressure.
• Partner across Engineering, Support, Legal, and Finance to coordinate incident response and onboarding.

Requirements

• Experience in incident response, technical operations, or reliability-adjacent roles.
• Hands-on proficiency with incident tooling (incident.io, PagerDuty) and Slack automation.
• Ability to write SQL and work with reporting tools like Databricks, Looker, or Grafana.
• AI fluency: demonstrated ability to build repeatable AI-powered workflows (using tools like Cursor, Claude, or Copilot).
• Location: Must be based in the USA or Canada.
• Strong written communication skills tailored for an async-first, 100% remote environment.

Nice to have

• Experience with observability tools such as Datadog, Prometheus, Opensearch, or Graylog.

Culture & Benefits

• 100% remote work environment with an async-first culture.
• Competitive, simple, and transparent compensation based on business impact.
• Opportunity for equity and bonuses.
• Culture of AI integration, encouraging the use of AI tools during both hiring and daily work.