Product Quality and Support Strategist, Alerting and Incident Management

Description

Coralogix is a modern, full-stack observability platform transforming how businesses process and understand their data. Our unique architecture powers in-stream analytics without reliance on expensive indexing or hot storage. We specialize in comprehensive monitoring of logs, metrics, traces, and security events with features such as APM, RUM, SIEM, Kubernetes monitoring, and more, enhancing operational efficiency and reducing observability spending by up to 70%.

We seek a Quality and Support Strategist professional who ensures that the Coralogix Alerting and Incident Management Platform and Process exceed the quality and reliability standards, establish a competitive edge, and prevent failures, profit loss, or work stoppages.

You will be responsible for enhancing customer experience by ensuring efficient and effective alert management resolution, reducing engineering interruptions, and boosting product awareness.

This role involves developing a robust knowledge base, identifying common usage issues, and creating solutions that establish the Alerting and Incident Management Platform's capabilities in terms of performance, pains, and business use cases we deliver.

Key Responsibilities:

Improve Customer Satisfaction

• Improve turnaround time to resolve customer satisfaction. Work closely with engineering and technical account managers to ensure customers can achieve their ambitions using the Coralogix Alerting and Incident Management Platform. Sometimes, these solutions involve impromptu solutions by keeping one eye on the product roadmap.

Reduce Engineering Interruptions

• Identify common problems and work with Technical Product Management to enrich the roadmap or improve the knowledge base and technical documentation, ensuring they're up-to-date, well-described, and within the confines of Product limitations.

Improve Product Quality

• Develop comparative and benchmarking tools and frameworks to establish the competitive edge and groom the backlog where necessary. The role also ensures the upkeep of these quality checks to deliver availability, scalability, latency and efficiency of the Alerting and Incident Management Platform.

Improve Product Awareness

• Stay current with Incident Management and Alerting market trends to groom the backlog and build new, cutting-edge workflows for cross-engineering functions and use cases that leverage the Coralogix Alerting and Incident Management Platform.

Improve Communication

• Lead by example, mentor the team and establish credibility through effective communication and presentation.

Requirements

• Bachelor's degree or higher in Computer Science or IT Engineering.
• 5+ years of extensive, hands-on Engineering experience in Software Engineering, especially experience with DevTools and Infrastructure Engineering.
• Deep understanding of incident management systems and alert correlation at scale.
• Prior experience with alert routing, on-call management, and incident response workflows is a must.
• Experience in SaaS incident management products or a related industry is a must.
• Experience with large-scale automation and alert orchestration is a must.
• Prior people management experience and a desire to lead people is an added advantage.
• You have a solid technical background and a sense of the day-to-day life of an engineer managing incidents and alerts in a distributed cloud application.
• You are comfortable with working with the US and Israel time zones.
• You have excellent verbal and written communication skills and are willing to present and defend your ideas to technical and non-technical audiences.

Additional Desired Skills

• Experience with incident management platforms like PagerDuty, OpsGenie, or similar tools
• Understanding of SLO/SLA management and implementations
• Knowledge of industry standard incident management frameworks and best practices
• Familiarity with automated remediation and runbook automation
• Experience with DevOps and SRE practices

Cultural Fit

We’re seeking candidates who are hungry, humble, and smart. Coralogix fosters a culture of innovation and continuous learning, where team members are encouraged to challenge the status quo and contribute to our shared mission. If you thrive in dynamic environments and are eager to shape the future of observability solutions, we’d love to hear from you.

Coralogix is an equal opportunity employer and encourages applicants from all backgrounds to apply.