You run operations with precision. You keep complex systems running. You understand how incident tooling (incident.io, PagerDuty, observability, integrations, Slack workflows) plugs together, you notice when something breaks before anyone else does, and you fix it. Configuration, routing, escalation paths, on-call schedules — this is your domain
You build with AI, not just prompt it. You use AI-native tools (Cursor, Claude, Copilot, or similar) as your standard working environment, not as a novelty. You've built repeatable AI-powered workflows — things that keep running when you're offline. You know when an AI output needs verification, and you've built quality checks into your systems. You can quantify how your AI usage has actually changed throughput or quality
You're technical enough to operate the tools and build custom ones. You're not a software engineer, but you can build custom automations, write SQL to pull from Databricks, configure API integrations, and prototype lightweight AI agents to extend your own capabilities. You operate comfortably in GitLab, Coda, Slack APIs, and observability tools. If a workflow doesn't exist, you build it. If a dashboard is broken, you fix it
You close the loop. You finish what you start without needing follow-up. Jira reflects reality. Commitments land on time. When something slips, you flag it early; you don't go quiet
You prioritize ruthlessly. You receive requests from multiple directions. You apply judgment, push back on low-priority work that doesn't align with program goals, and protect your capacity for high-impact operational work. You clearly and quickly escalate trade-offs rather than getting pulled thin
You understand that incident rotations mean incidents are shared responsibility. You're empathetic with commanders under pressure, give feedback that improves future response without creating friction, and embrace feedback on your own work. You make the whole community better — you don't position yourself as the single point of expertise
You distill complexity into clarity. You're curious and resourceful. You ask the right questions to understand customer and technical impact, then translate that into plain-language guidance for Support, GTM, and leadership — without losing the signal
You work async-first. Zapier is 100% remote. You write clearly and proactively. You design your work to be transparent and handoff-ready. You know when to escalate to a live conversation and when to make the call and document it
Experience in incident response, technical operations, or a reliability-adjacent role
Hands-on familiarity with incident tooling (incident.io, PagerDuty or equivalent), and Slack-based workflow automation
Comfortable building with SQL and reporting tools (Databricks, Looker, Grafana)
Able to diagnose operational issues using logs, system context, and integration debugging
Can build lightweight automations, configure APIs, and prototype AI workflows — doesn't require an engineer to do it for them
Incident tooling: incident.io, PagerDuty, Slack
Data & Reporting: Databricks, Grafana, Looker, SQL
Observability context: Datadog, Grafana, Prometheus, Opensearch, Graylog
Collaboration: GitLab, Coda, Google Workspace, Jira, Zendesk
AI tooling: Cursor, Zapier AI, Claude, or equivalent