Incident Operations Specialist

At Zapier, we build and use automation every day to make work more efficient, creative, and human. So if you’re using AI tools while applying here - that’s great! We just ask that you use them responsibly and transparently.

Check out our guidance on How to Collaborate with AI During Zapier’s Hiring Process, including how to use AI tools like ChatGPT, Claude, Gemini, or others during our hiring process - and when not to.

Job Posted: July 10th, 2026

Location: NAMER

As Zapier expands into the enterprise market and accelerates AI-driven development, incident management is increasingly critical to customer trust and operational reliability. The Incident Operations Specialist keeps that program running day to day through reliable tooling, clean data, repeatable workflows, and AI-powered automation.

You’ll report to the Incident Program Manager and help shape how Zapier responds to incidents, learns from them, and supports the people doing that work. This is an operations role with technical depth, not a software engineering role. We care most about two things: proven incident management experience and genuine AI fluency. The rest is coachable.

• Our Commitment to Applicants

• Culture and Values at Zapier

• Zapier Guide to Remote Work

• Zapier Code of Conduct

• Diversity and Inclusivity at Zapier

AI fluency (required, not optional). This is a hard requirement at point of hire, not something you'll grow into on the job. Concretely, we're looking for:

• You use AI-native tools (Cursor, Claude, Copilot, or similar) as your default working environment, not as a novelty.

• You've built AI-powered workflows that keep running when you're offline, not one-off prompts. You can describe two or three specific examples, what they replaced, and what verification you built in.

• You can quantify how AI has changed your throughput or quality.

• You know when AI output needs checking, especially under incident-time pressure, and you have a point of view on how you calibrate trust.

• Please note: If your AI usage is mostly occasional prompting of a chat interface, this role isn't the right fit yet.

Incident response and analysis experience: You've worked in incident response, reliability, or a closely adjacent role. You've been hands-on with tools like incident.io and PagerDuty: on-call rotations, escalation paths, routing, integrations. You've analysed incidents after the fact, spotted patterns across many of them, and turned that into program-level improvements.

Technical depth to build your own tools: You're not a software engineer, but you can write SQL against Databricks, wire up API integrations, build Slack workflows, and prototype lightweight AI agents. If a workflow doesn't exist, you build it. If a dashboard is broken, you fix it.

How you work: Async-first and visible: status in public channels, no need to chase. You close the loop, prioritise ruthlessly, and push back on off-program requests rather than getting pulled thin. You translate technical detail into plain language for Support, GTM, and leadership without losing the signal.

• Own incident tooling operations. Keep incident.io, PagerDuty, on-call rotations, escalation paths, and Slack-based workflows configured, reliable, and integrated. Fix what breaks.

• Build and maintain AI-powered workflows. Thread summarisation, postmortem drafting, follow-up triage, severity classification, data hygiene. Turn one-off experiments into durable systems.

• Analyze incidents and drive improvement. Participate in incidents and postmortems, spot recurring patterns, surface program-level friction with recommended fixes, not just problems.

• Operate data and reporting. Build and troubleshoot dashboards and reports (Databricks, Grafana, Looker). Guard data quality and metric accuracy.

• Sustain the IC community. Grow the community of practice for Incident Commanders and Support Leads. Coach responders on what good looks like.

• Keep documentation usable under pressure. Playbooks, templates, guides. Flag gaps where program-level guidance needs updating.

• Incident: incident.io, PagerDuty, Slack

• Data and observability: Databricks, Grafana, Looker, SQL, Datadog, Prometheus, Opensearch, Graylog

• AI: Cursor, Zapier AI, Claude, or equivalent

• Collaboration: GitLab, Coda, Google Workspace, Jira, Zendesk

At Zapier, we believe that diverse perspectives and experiences make us better, which is why we have a non-standard application process designed to promote inclusion and equity. We're looking for the best fit for each of our roles, regardless of the type of companies in your background, so we encourage you to apply even if your skills and experiences don’t exactly match the job description. All we ask is that you answer a few in-depth questions in our application that would typically be asked at the start of an interview process. This helps speed things up by letting us get to know you and your skillset a bit better right out of the gate. Please be sure to answer each question; the resume and CV fields are optional.

Education is not a requirement for our roles; however, if you receive an offer, you will need to include your most recent educational experience as part of our background check process.

After you apply, you are going to hear back from us—even if we don’t see an immediate fit with our team. In fact, throughout the process, we strive to never go more than seven days without letting you know the status of your application. We know we’ll make mistakes from time to time, so if you ever have questions about where you stand or about the process, just ask your recruiter!

Zapier is an equal-opportunity employer and we're excited to work with talented and empathetic people of all identities. Zapier does not discriminate based on someone's identity in any aspect of hiring or employment as required by law and in line with our commitment to Diversity, Inclusion, Belonging and Equity. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base. Zapier will consider all qualified applicants, including those with criminal histories, consistent with applicable laws.

Zapier prioritizes the security of our customers' information and is dedicated to adhering to all applicable data privacy laws. You can review our privacy policy here.

Zapier is committed to inclusion. As part of this commitment, Zapier welcomes applications from individuals with disabilities and will work to provide reasonable accommodations. If reasonable accommodations are needed to participate in the job application or interview process, please contact [email protected].

The anticipated application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later, or if the position is filled.

Even though we’re an all-remote company, we still need to be thoughtful about where we have Zapiens working. Check out this resource for a list of countries where we currently cannot have Zapiens permanently working.