Senior Incident Response Engineer, Cloud Operations

Ready to be a Titan?

ServiceTitan is seeking a passionate and skilled Senior Cloud Operations Engineer. This is a unique opportunity to leverage your deep product knowledge and customer-centric approach to ensure the stability and reliability of our platform for a growing global customer base.

As an integral part of our 24/7 Cloud Operations Center, you will be at the forefront of our automation and incident response, taking decisive action to mitigate impact and restore services swiftly. This role is ideal for an individual with a demonstrated aptitude for leadership, a desire to develop engineering skills, and a commitment to world-class service availability.

What You'll Do:

• Drive Towards Automated Solutions: Actively identify opportunities to automate and streamline workflows. This includes contributing to the development of automated incident workflows, deployment/release workflows, and request workflows.

• Lead and Coordinate Incident Response: Take command of major incidents, driving the resolution process from detection to post-mortem. You will be the central point of communication and coordination for technical teams, support, and leadership.

• Champion Proactive Monitoring and Prevention: Move beyond reactive firefighting by analyzing incident trends and collaborating with engineering teams to implement long-term solutions. You will play a key role in the continuous improvement of our monitoring and alerting systems to enable proactive detection of potential issues.

• Enhance Operational Excellence: Develop and refine incident response protocols and documentation. Participate in blameless post-mortems to identify root causes and ensure that preventative measures are implemented effectively.

• Collaborate and Communicate Effectively: Work closely with application, infrastructure, and support teams to ensure a unified and efficient response to incidents. Your ability to communicate clearly and calmly under pressure will be critical.

• Participate in a Global On-Call Rotation: Be a reliable presence in our on-duty schedule, ensuring that incidents are managed effectively at all times.

What You'll Bring:

• Exceptional support skills with outstanding communication abilities, both written and verbal.

• Excellent collaboration skills and the ability to manage cross-functional projects and stakeholders during high-pressure situations.

• Excellent documentation skills and the ability to track issues with high accuracy and attention to detail.

• High potential to lead Incident Response calls and coordinate ongoing response actions with a calm and decisive demeanor.

• A demonstrated willingness to develop engineering skills and a proactive mindset toward problem-solving.

• A strong understanding of incident management best practices and a desire to contribute to a culture of continuous improvement.

• An innovative mindset with a focus on leveraging automation to improve efficiency and reliability.

Technical experience in ServiceTitan, Azure, Windows, Linux, Containers, or Scripting is a significant plus and will be highly valued in this role.

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. 

What We Offer:
When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.

• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.

• Support for Titans at all stages of life: Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation. The expected salary range for this role for candidates residing in the United States is between $113,100 USD - $151,300 USD. Compensation for candidates residing outside the United States will vary by location and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes an annual bonus, equity and a holistic suite of benefits.