Senior Customer Trust Incident Response Manager

Location: Dublin, Ireland

Company

hirify.global develops software that helps innovators design and make buildings, products, factories, and entertainment content.

What you will do

• Represent the customer perspective during significant security, privacy, data protection, identity, and product or service availability incidents.
• Assess affected products, systems, customers, consequences, remediation activities, and expected recovery.
• Identify information gaps, ask technically informed questions, and drive unresolved issues to clarity.
• Develop and coordinate customer notifications, Trust Center security bulletins, advisories, FAQs, talking points, and event analyses.
• Maintain consistent communications across Customer Support, Customer Success, account teams, Trust Center, and Health Dashboard channels.
• Improve customer Trust incident response through retrospectives, playbooks, exercises, escalation criteria, decision frameworks, and communication metrics.

Requirements

• Significant experience in security or cybersecurity incident response, technical incident management, site reliability or cloud service incidents, senior technical support, escalation engineering, or technical/product marketing.
• Experience working directly with customers on complex, sensitive, or high-severity technical issues.
• Strong understanding of cloud and SaaS environments, networking, web applications, APIs, cloud infrastructure, identity and access management, application security, data flows, distributed systems, and service reliability.
• Exceptional written communication skills, including producing concise and technically accurate customer communications under time pressure.
• Strong verbal communication skills and confidence working with technical experts, senior leaders, legal professionals, customer-facing teams, and customers.
• Ability to remain calm and effective during rapidly evolving incidents and coordinate response across regions and time zones.

Culture & Benefits

• Collaborative work across technical, product, engineering, cloud, site reliability, privacy, legal, identity, and customer-facing organizations.
• Opportunity to improve customer trust and incident preparedness through simulations and tabletop exercises.
• Culture focused on belonging, meaningful work, and helping create a better-designed and made world.
• In-person onboarding and/or identity verification may be required.