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Connecting the Best IT Security Experts with Market Leaders across | DACH | Europe | Information Security | Cyber Security | Network Security |…
We are seeking a strategic and technically hands-on Product Quality & Support Strategist to help scale a cutting-edge Alerting & Incident Management Platform. This is a pivotal role focused on improving customer experience, reducing engineering disruption, and enhancing the platform’s overall product quality and technical impact.
You’ll work closely with product, engineering, and customer-facing teams to ensure reliability, usability, and long-term value of the platform. This is a unique opportunity to influence product direction from a technical, customer-centric lens without being on-call or part of a traditional support team.
* Enhance Customer Experience by resolving complex product issues efficiently, collaborating with engineering and customer teams, and delivering technical insights aligned with the roadmap.
* Minimize Engineering Disruptions through proactive issue detection, improved documentation, and tighter roadmap alignment.
* Drive Product Quality by owning benchmarking efforts, monitoring key performance metrics, and influencing quality-focused improvements.
* Elevate Product Awareness by tracking industry trends and helping develop innovative workflows that align with customer needs.
* Lead Cross-Team Collaboration as a technical SME—communicating clearly, mentoring others, and championing best practices across teams.
Requirements
* Bachelor’s degree or higher in Computer Science, Engineering, or a related technical field
* 5+ years of hands-on software/infrastructure engineering experience, especially with DevTools or Infrastructure Engineering
* Strong knowledge of incident management, alert routing, on-call workflows, and incident response strategies
* Experience working with or supporting SaaS-based observability or incident management products
* Familiarity with alert orchestration and automation at scale
* Strong communication and presentation skills; ability to influence across departments
* Comfortable collaborating with global teams, including across US and EMEA time zones
Preferred (Bonus) Skills
* Hands-on experience with tools like PagerDuty, OpsGenie, ServiceNow, CloudWatch, Chronosphere, or similar
* Understanding of SLA/SLO implementation and performance tracking
* Exposure to incident management frameworks, automated remediation, and runbook automation
* Background in DevOps or SRE culture and tooling
* Prior people leadership or mentorship experience is a plus
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Product Management and Information Technology
* Industries
Software Development, Data Infrastructure and Analytics, and IT System Custom Software Development
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