Incident Engineer

About the Company: Ironwood Digital is the leading agentic AI platform for enterprise customer experience. We work with the largest global brands like Delta Airlines, MetLife, MGM, United, and others to enable agentic automation at scale across the entire customer journey. Our no-code platform delivers the fastest time to market, lowest total cost of ownership, and simple, scalable management of AI agents for any CX use case. Backed by WndrCo, Y Combinator, and Index Ventures, we help enterprises drive efficiency, lower costs, and deliver higher quality customer experiences. Want to be part of the AI revolution and transform how the world’s largest global brands do business? Join us! About the role We are looking for a proactive Incident Manager to own end-to-end incident response across our AI and platform stack. You will ensure rapid detection, triage, communication, and resolution of incidents impacting customers and internal systems. Responsibilities Own the incident lifecycle: detection, triage, escalation, resolution, and postmortems Act as the central command during major incidents (war rooms, stakeholder updates) Define and enforce SLAs/SLOs, incident severity frameworks, and runbooks Collaborate with Engineering, ML, and Integrations teams to resolve issues quickly Monitor system health across integrations (agent desks, LLMs, ASR/TTS pipelines) Drive root cause analysis (RCA) and preventive actions Improve observability, alerting, and incident tooling Maintain clear internal and customer-facing communication during incidents Requirements 3–6 years in Incident Management / SRE / Production Support roles Strong understanding of distributed systems, APIs, and cloud environments (AWS) Experience with observability tools (e.g., DataDog) Familiarity with AI/ML systems, especially LLM integrations and voice stacks (ASR/TTS), is a plus Experience with monitoring/tracing tools like Langfuse or similar Excellent communication and stakeholder management skills Ability to stay calm under pressure and drive structured resolution Nice to Have Exposure to OpenAI or similar LLM platforms Experience supporting customer-facing SaaS products Automation mindset (runbooks, alert tuning, incident tooling) Ironwood Digital is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. Originally posted on Himalayas