Engineering Incident Manager (Portugal-based Remote/Hybrid)

Key Responsibilities:

• Issue Identification and Resolution:
- Proactively identify issues that have yet to be reported or escalated through regular channels across various departments including the PTs portal, onboarding, devices, and logistics.
- Lead the investigation and diagnosis of these issues to understand their root causes.


• Immediate Remediation:
- Develop and implement quick-fix solutions to mitigate the impact on affected users.
- Ensure rapid communication and resolution to maintain member and client satisfaction.


• Long-term Strategy:
- Collaborate with engineering, product, operations, IT, and other relevant teams to define and implement long-term solutions.
- Ensure that identified issues are addressed in future product releases or updates.


• Team Leadership:
- Lead a specialized team dedicated to resolving escalated issues.
- Provide guidance, training, and support to team members to enhance their troubleshooting skills and efficiency.


• Cross-functional Collaboration:
- Work closely with other departments, including Member and Client Ops, Product, IT, and Engineering, to ensure cohesive problem-solving and process improvements.
- Facilitate knowledge sharing and documentation of solutions to prevent future occurrences of similar issues.


• Process Improvement:
- Develop and refine processes for issue escalation, tracking, and resolution.
- Implement feedback loops to continuously improve the team’s effectiveness and the quality of solutions provided.


• Reporting and Analysis:
- Track and report on the progress of issue resolution and the impact of implemented solutions.
- Analyze trends and patterns to identify systemic issues and areas for improvement.

Required Skills and Qualifications:

• Proven experience in technical support, troubleshooting, or a related field.
• Strong problem-solving skills and the ability to think strategically and critically.
• Excellent leadership and team management abilities.
• Effective communication and interpersonal skills for cross-functional collaboration.
• Technical proficiency and a good understanding of the company's products and services.
• Ability to handle high-pressure situations and prioritize tasks effectively.

To ensure you feel good solving a big Human problem, we offer:

• A stimulating, fast-paced environment with lots of room for creativity;
• A bright future at a promising high-tech startup company;
• Career development and growth, with a competitive salary;
• The opportunity to work with a talented team and to add real value to an innovative solution with the potential to change the future of healthcare;
• A stimulating environment with room for creativity - fast-paced, fun, and energetic startup;
• A flexible environment where you can control your hours (remotely) with unlimited vacation; 
• Access to our health and well-being program (digital therapist sessions);
• Remote or Hybrid work policy (Portugal only);
• To get to know more about our Tech Stack, check here.