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About the Role

Vapi runs voice AI infrastructure at tens of millions of minutes a month for enterprise customers. This role is the first dedicated hire for incident and escalation management, responsible for building and owning the incident response program, training incident commanders, and managing customer relationships through serious incidents. The goal is to create a scalable response system that protects renewals, engineering focus, and executive confidence.

Responsibilities

• Define incident criteria to protect engineering from noise.
• Author the severity model with response-time targets.
• Design live incident response structure, including command, updates, and escalation.
• Build and train the incident commander rotation, balancing human and AI resources.
• Own the pager and participate in the incident commander rotation.
• Establish incident tooling and on-call setup: paging, escalation policies, incident channels, status page, and runbook library.
• Create customer communication templates for various severities and channels.
• Govern the customer credit process with a clear approval chain.
• Implement key metrics: resolution time, response velocity, escalation volume, RCA SLA adherence, and revenue protected.
• Build partnerships with engineering, support, CTO's office, legal, security, comms, and carrier operations.
• Train go-to-market, support, customer success, and engineering on issue reporting and function processes.
• Establish a feedback loop for incident data to shape the engineering roadmap.
• Own customer-facing Root Cause Analyses (RCAs), translating technical details into plain language.
• Conduct blameless post-incident reviews, driving action items to closure.
• Manage customer credits and commitments post-incident.
• Handle high-severity customer issues that threaten renewals or relationships.
• Manage the executive escalation list, tracking owners, next steps, and dates.
• Identify and escalate cross-customer patterns to engineering or product.
• Serve as the single point of contact for regulated customers or inquiries.
• Partner with account teams on at-risk accounts due to reliability issues.
• Ensure escalation coverage through written handoffs and named deputies.

Requirements

• 8 to 12 years of experience in incident management, escalation management, technical support escalations, or technical program management.
• Experience ideally at an infrastructure, telephony, or platform company operating at scale.
• Proven track record of building an incident and escalation program from scratch or significantly contributing to its growth.
• Experience establishing an incident commander rotation, not just being the sole responder.
• Hands-on familiarity with incident tooling (e.g., PagerDuty, incident.io, Opsgenie) and associated workflows.
• Calm demeanor under pressure.
• Gravitas to direct responses and remove distractions.
• Ability to make decisions with incomplete information.
• Judgment to know when and how to escalate effectively.
• Clear writing skills under pressure for senior leader updates and customer RCAs.
• Comfort with technical depth to follow conversations and ask pertinent questions.
• Willingness to participate in the incident commander rotation, including off-hours shifts, especially in the first year.

Skills

• Incident Management
• Escalation Management
• Technical Support Escalations
• Technical Program Management
• Incident Response Program Building
• Incident Commander Rotation Management
• PagerDuty
• incident.io
• Opsgenie
• Slack Workflows
• Status Page Workflows
• Decision Making
• Clear Writing
• Technical Depth
• Telephony
• Carrier Dynamics
• Real-time Systems

Location

• Remote

Work Type

• Full-time

Experience Level

• 8-12 years

About the Company

• Vapi provides voice AI that resolves, not transfers, enabling voice agents that understand businesses and resolve issues efficiently.
• The company handles billions of calls and serves millions of developers.
• Customers include Amazon Ring, ServiceTitan, New York Life, Intuit, and Kavak.
• Vapi has raised $72M, including a $50M Series B led by Peak XV Partners, with participation from Bessemer Venture Partners, Kleiner Perkins, M12 (Microsoft's Venture Fund), and Y Combinator.