Bug and Major Incident Manager (Greater LA Area, CA)

| Greater LA Area
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Who We Are:

Having surpassed $100M ARR and continuing to grow rapidly, AuditBoard is the leading audit, risk, and compliance platform on the market. More than 30% of the Fortune 500, including 6 of the Fortune 10, leverage our award-winning technology to move their businesses forward with greater clarity and agility. And our customers love us: AuditBoard is top-rated on G2.com and Gartner Peer Insights.

At AuditBoard we inspire each other to innovate and are proud of what we are producing. We spend each day thinking of new ways to help our customers and contribute to the greater good of our company and our surrounding communities. We are all about assisting each other and breaking through barriers to create the most loved audit, risk, and compliance platform by our customers. This is how we have become one of the 500 fastest-growing tech companies in North America for the third year in a row as ranked by Deloitte! 


Responsibilities:

AuditBoard is looking for a Bug & Incident Manager to serve as a liaison between Global Support and our P.E.D (Product, Engineering and Development) teams. This independent contributor role will be a leader within Global Support, identifying and implementing best practices in the areas of Bug and Incident Management.

As a Bug Manager, you will co-develop and implement the feedback mechanisms to ensure actionable coaching is provided to our frontline teams referring ‘bugs’ to P.E.D. You will analyze tickets at scale to make prioritization recommendations to directly improve the customer experience and mitigate inbound support volume. You will work with Engineering to better understand the body of work sent referred, assessing opportunities to further empower the Global Support team and expand our service offerings through training and extended technical access.

As the Major Incident Manager, you will lead all high-priority incidents from a support & customer perspective. You will engage with P.E.D. to understand the status of an outage, coordinate participation from Global Support, and take responsibility for internal and customer-facing communications. As a technical expert and thought leader, you will engage others to gather context/details and challenge timelines to ensure achievable expectations are set with our customers. You are always considering the next steps and backup plans at every opportunity, in an effort to avoid getting stuck without any clear options to proceed and to keep things moving towards resolution.


Attributes for a Successful Candidate:

  • Excellent verbal and written communication skills. Can communicate appropriately with customers at both technical and C Levels.
  • Has high-level knowledge of how the different AuditBoard services interact with each other
  • Ability to size up a situation, assess the effectiveness of various tactics/strategies, and make rapid decisions on appropriate courses of action
  • Has flexibility, and is able to listen to expert feedback, modifying plans on the fly as necessary
  • Has been involved in multiple high-severity, high priority incident responses, either as a spectator or as an active participant
  • Understands how to use The 5 Whys to ask questions that get to the real root of the problem
  • Has certification(s) in Incident Management (CEIM), Security Incident Management (CSIRT), program management/project management, Six Sigma, Scrum, or similar
  • Has gravitas, takes command, and is willing to kick people off a call to remove distractions, even if it's the CEO
  • Has SQL, API integrations, and technical support experience

What? As an AuditBoard Global Support Leader you will:

  • Orchestrate all incident management responses for high priority incidents
  • Track occurrence of bugs to understand customer impact and assign Engineering priority
  • Own the incident record, ensuring the accuracy of data across teams, products, timelines, root cause, severity, and customer impact
  • Ensure all necessary teams are actively engaged in the impact assessment, triage, and remediation of incidents
  • Ensure timely and relevant communications and escalations are delivered to stakeholders within SLA
  • Partner on all high severity incident post-mortems and betterment identification, tracking, and delivery to help make all teams better.
  • Ensure high-quality production incident reports and remediation plans are delivered to customers within SLA. Manage significant customer escalations that do not rise to the level of a widespread outage.
  • Diagnose and resolve process issues with customer escalations that impede responsiveness

Why?

Building and retaining customer trust is our number 1 priority at AuditBoard. At no time is that trust more tested than when customers experience an incident (an outage or a bug). Equally, there is no greater opportunity to solidify customer trust when we respond appropriately to these situations. Bug and Incident Management play a pivotal role in solving incidents to preserve and build customer trust. This role is crucial to the AuditBoard mission.


Where?

This position will be remote. The majority of the AuditBoard engineering and Tier 2 Support teams are located on the West Coast, however, we are expanding globally. This role will be expected to meaningfully engage during stakeholder working hours and outages- whenever they may occur.


Perks:

  • You’ll be launching a career at one of the fastest-growing SaaS companies in North America!
  • Hybrid/Remote work environment
  • Unlimited PTO
  • Lunch and snacks when you are in the office
  • LYBL! Live your best life! $200 a month to spend on anything that enhances your life.  
  • Celebrate your birthday with the day off
  • Charitable giving - get paid to volunteer for a day
  • All the traditional goodies….health, dental, and vision
  • Stock options
  • Bonus program
  • 401k to save for your future
  • Fun company and team outings!
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
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    • PythonLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • Twitter BootstrapLibraries
    • DjangoFrameworks
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    • KubernetesFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • AmplitudeAnalytics
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    • Segment.ioAnalytics
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    • IllustratorDesign
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    • PhotoshopDesign
    • SketchDesign
    • FigmaDesign
    • PrincipleDesign
    • LucidchartDesign
    • AsanaManagement
    • JIRAManagement
    • TrelloManagement
    • HubSpotCRM
    • SalesforceCRM
    • OutreachCRM
    • Google AnalyticsLead Gen
    • Google AdsLead Gen
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    • ZoomInfoLead Gen
    • DiscoverOrgLead Gen

Location

We offer a hybrid work environment as well as daily lunches when you come in. We encourage you to find your balance and utilize our offices to connect, collaborate, or just enjoy the quiet space.

An Insider's view of AuditBoard

What are some social events your company does?

AuditBoard has a culture committee that holds regular social events. Outdoor activities, charities, and happy hour are regularly planned. But also -- the Product team collaborates separately with Engineering, Design and QA to hold team events that are offsite and hilariously fun. Some examples are a trip to the mountains, escape rooms, and Knotts.

Mitch

Director of Product Management

What projects are you most excited about?

The two upcoming projects I'm most excited about are our Slack integration and the development of a public 3rd party developer API. With the release of both of these new initiatives, we'll be giving auditors and developers more powerful ways to interact with our platform.

Josh

Software Engineer

What makes someone successful on your team?

To be successful as a designer at AuditBoard, you need to be eager to learn and collaborate. Since our products focus on an industry that lacks great design, we love designers who can solve complex problems within a given system and be an advocate for the users.

Mac

Sr. Visual Designer

What unique initiatives do you have that encourage innovation?

We focus on the following to drive innovation:
- Engage and empower the entire team
- Hire for and build our culture around mentorship and letting the best ideas rise
- Intense focus on the customer and discovering/solving their problems

Hayes

Senior VP of Engineering

How do your team's ideas influence the company's direction?

As part of the Implementation Team, we hear directly from our customers what their needs are, what's working well and what could be improved. We understand their requirements and take that back to Engineering and/or Product to see what the best solution is. Customer feedback definitely plays a role in how we prioritize new releases and features.

Leann

Manager of Implementation

What are AuditBoard Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Culture Committee, Women at AuditBoard and Allies
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
When we are back in the office, we provide free lunch on Monday, Tuesday, Wednesday, Thursday, Friday.
Game Room
Ping Pong. All-day, every day.
Stocked Kitchen
Some Meals Provided
In the office for the day? Log into our Foodja app and pick out your favorite lunch delivered right to the office.
Happy Hours
Happy hours are hosted at team's discretion.
Parking
Pet Friendly
Bring your furry friends to our El Segundo office.
Fitness Subsidies
Free gym membership
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available

Additional Perks + Benefits

LYBL! That's right...Live Your Best Life here at Auditboard every month with $200 refreshed on your own RAMP Visa to spend on whatever enhances your life. Whether that be the gym, golf, night out with the family, yoga, Disneyland tickets....you name it! We recognize everyone's needs are different...so you decide each month.

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