Guideline is looking to hire an Incident Management Engineer (IME) to join our Quality and Support Engineering team.

Candidates can reside in ET or CT time zones; this includes candidates in FL, MA, MD, ME, NC, NY or TX.

This IME will be a driving force of stability across Guideline’s platform. When something goes wrong, the IME will be the first to respond and is responsible for triaging, troubleshooting, and coordinating the resolution of the issue.

You will be responsible for managing the most critical outages, assembling the necessary stakeholders to address each incident effectively. As an excellent communicator, collaborator, and troubleshooter, you thrive in fast-paced, high-stakes environments. You can quickly understand technical details and know when to seek help. Your goal is to ensure issues are resolved to a high standard as swiftly and smoothly as possible. 

We prioritize a growth mindset and a focus on problem-solving and process improvement. Our goal is to identify the root causes of issues and continually enhance our platform.

What You Will Work On

• Develop a deep understanding of Guideline’s product offerings and our system architecture.
• Diagnose, resolve, and prevent issues encountered across the platform
• Excellent problem solving skills and meticulous attention to detail.
• Ability to work independently and make decisions under minimal direction, as well as collaborate as part of a team.
• Reduce the operational overhead of responding to critical incidents through investments in tooling, process, and automation.
• Drive & govern the incident management process by partnering with stakeholders across the broader R&D organization

What We’re Looking For

• 5+ years of experience in an Incident Response/Management Engineer, Lead Support Engineer, or Technical Product Manager role or similar
• Bachelor’s Degree in Computer Science, Engineering, Information Systems, or equivalent
• Ability to handle multiple issues simultaneously and adjust based on priority and customer-impact
• Excellent skills in log analysis and troubleshooting using DB queries via SQL or similar
• Familiarity with Incident Management tooling
• Exposure to Honeycomb and Kibana (or similar tools)
• Experience reading and investigating technical projects through code
• In-depth knowledge of SQL, Postman, Webhooks, and GraphQL
• Experience with Jira or similar ticketing system 
• Strong knowledge of networking technologies, API integration patterns, and white-box testing techniques
• Ability to develop effective and efficient code (language agnostic)
• Experience with Ruby on Rails or a similar framework is preferred, but not required

More about Guideline

Everyone should have a simple, affordable way to save for retirement. At Guideline, our plans are low cost and highly automated. This makes it easy for companies to offer a valuable benefit—and easy for people to invest in their financial future with confidence.

Compensation

At Guideline, we believe compensation should be fair and equitable. We take a data-driven approach to set our compensation bands; the successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, and work location. These pay zones may be modified in the future.

Please speak with a recruiter for additional information regarding our tier locations.

• Metro+:
  The base salary range for this position is $132,500 - $164,000 annually.
• Metro:
  The base salary range for this position is $124,500 - $156,000 annually.
• National:  
  The base salary range for this position is $117,500 - $149,000 annually.

In addition to base salary, this position is eligible to receive equity in the form of Incentive Stock Options (ISOs). 

At Guideline, base salary is just one component of the overall Total Rewards package offered to employees.  All employees are offered comprehensive benefits and perks to help support you and your family.

• Flexible time off in addition to company holidays — We observe the NYSE Holiday Calendar
• 401(k) with matching contributions — We use our own platform and match 100% of the first 3% contributed, and 50% of the next 2% (for a max employer contribution of 4%)
• 100% employer-paid healthcare, vision, and dental insurance for employees and 70% coverage for dependents
• Opt-out credit if all three plans are waived
• Health Savings Account and Flexible Spending Accounts
• Disability and life insurance options
• Mental health benefits, including therapy and coaching through Modern Health, for employees and their dependents
• Paid parental leave for birthing and non-birthing parents
• Sabbatical after 5 years of employment
• Annual learning and development stipend — We reimburse approved professional development expenses, up to $750 per employee per year.

Guideline provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Additionally, Guideline participates in the E-Verify program in certain locations, as required by law. 

Guideline is an equal opportunity employer. Applicants in need of special assistance or accommodation during the interview process can reach out to [email protected].

Guideline is committed to protecting the privacy and security of the personal information of our applicants. Please refer to Guideline’s Privacy Policy for information about our privacy and security practices.

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