Senior Incident Response Analyst
United States, Remote
Applications have closed
Human Interest
Human Interest makes it easy and affordable to help your employees save for retirement.Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits.
Nearly half of all working Americans are not saving enough for their future. Too often it’s because they are employed by a company that doesn’t offer a retirement plan. Human Interest is changing that by making it affordable and accessible for small and medium-sized businesses to offer employees a path to financial independence through retirement savings.
What you get to do every day
- Notify internal teams when an incident occurs with initial details. Continue to keep teams informed as the incident progresses.
- Coordinate responses and field questions for team members while an incident is ongoing.
- Collaborate with incident team on timely updates
- Interact with technical Subject Matter Experts in specific fields of the incident to gather details on incident impact, progress, time to resolution, and other information and keep the business abreast of these findings.
- Track and coordinate any post-incident follow-up
- Write and deliver external Root Cause Analysis (RCA) reports including RCA through review and approval processes within SLAs.
- Track and report on incident data, SLA requests and amount
- Assess incidents to identify trends, both from the product and customer service experience side.
- Work with internal business partners to improve the business process identified in RCA
- Perform other duties as assigned
- Review and research negative reviews on predetermined public review sites
- Respond professionally to negative reviews
- When necessary, meet with customers that have left negative reviews
- Act as a mentor and lead to others as needed on the team
What you bring to the role
- 3 - 5 years of experience in incident response or similar role
- Basic understanding of software operations
- Excellent verbal and written communication
- Strategic thinker
- Ability to thrive in an ever-changing environment
- Strong prioritization skills
- Understand the “why” around processes; when unknown, question it
- Understanding of internal processes and team responsibilities
- Ability to preemptively consider and address likely questions and concerns in a group setting
Please feel free to apply to this position even if you do not meet 100% of the requirements listed above.
Why you will love working at Human Interest
Mission - Highly collaborative startup dedicated to supporting employee engagement and growth. It’s an opportunity to help solve one of the biggest unsolved problems in America: saving for retirement.
Compensation - The salary range for this role is between $65,000 - $80,000. This information reflects a base salary range for this position based on current market data, and may vary by location. Exact compensation will be determined by the candidates' skills, experience, and other relevant factors. This position may also be eligible for additional incentives such as equity awards, short-term incentives, or sales compensation.
Benefits -
- A great 401(k) plan: our own product including an employer match!
- Top-of-the-line health plans, as well as dental and vision insurance
- Generous PTO and parental leave policies
- Lyra - Enhanced Mental Heath Support for Employees and dependents
- Carrot - Fertility healthcare and family forming benefits
- Candidly - Student loan resource to help you and your family plan, borrow, and repay student debt
- Monthly work-from-home stipend; annual wellness stipend
- Employee Resource Groups including Veterans, Lift Ev’ry Voice, Pride, LatinX, Families, and Women in Tech
- Fun online and regional events and celebrations and department and company offsites
- The vast majority of our positions can be 100% remote
About Human Interest:
We’re a high-growth, Series D-funded company that’s changing the retirement industry. Named one of America’s Best Startup Employers by Forbes, one of the Best Places to Work by the San Francisco Business Times, and a Top Company by Y Combinator, we’ve raised $337M and are backed by leading investors, including TPG (The Rise Fund), SoftBank, Glynn Capital, NewView Capital, USVP, Wing, Uncork, and others.
Inclusive collaboration makes us a better business
Human Interest is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran or military status, pregnancy, or any other characteristics protected under federal, state, or local laws.
Human Interest employees must adhere to the Company’s security policies and Code of Ethics.
Please note Human Interest does not accept unsolicited resumes from any source other than directly from candidates. We will not consider resumes from vendors including and without limitation search firms, staffing agencies, fee-based referral services, and recruiting agencies. Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment-qualified applicants with arrest and conviction records. We comply with CCPA guidelines. See more: https://humaninterest.com/disclosures
Tags: CCPA Incident response SLAs
Perks/benefits: 401(k) matching Equity Fertility benefits Gear Health care Home office stipend Insurance Parental leave Startup environment Team events Wellness
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