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