Company Address: 228 Park Avenue S, New York, NY, 10003
Vic.ai is an AI pioneer building autonomy and intelligence to digitally transform accounting and finance to improve productivity, decision-making, and ROI.
We are a rapidly growing US based global start-up with roots from Norway. We develop artificial intelligence (AI) that simplifies the world of accounting. Our platform for accounting firms and enterprise finance departments automates multiple finance functions, helping accounts payable (AP) teams become more efficient and reduce errors on routine tasks such as invoice processing, approval workflows, and electronic payment processing. We were founded by three Norwegian entrepreneurs and are backed by renowned Silicon Valley investors including Costanoa Ventures, Cowboy Ventures and GGV Capital. We have two main office locations, New York and Oslo. Like most, we are all currently working from home. While the majority of the engineering team is based in Oslo, we also have a number of developers working remotely.
You are fluent in English. You have a strong curiosity to investigate problems and search for the solutions in a very methodical yet multi-faceted way. You can juggle many tasks at once understanding that priorities can shift several times a week or even in a day. You are able to work cross departmentally, appreciating the value of keeping all stakeholders informed and sharing context at regular intervals
You will become part of our engineering team bridging the gap between product development and customer success The main focus of the role is to investigate incident reports from across all environments and work with engineering to release a timely and high quality fix back into production. This role includes working closely with Product Management, Customer Success and Engineering providing updates and relevant context for smooth resolution of incidents.
Key areas of responsibility
First line monitoring of support channels for incident reports Ensure that all incidents are identified, triaged and resolved within set resolution targets Monitor alerts channels and logs Maintain well documented tracking of incidents for future analysis Provide well-researched and structured incident reports to on-call engineer for incident resolution Assist in QA of incident fixes as well as regular product releases Maintain fluid and timely communication between CS - Product - Engineering Write post-incident reports after critical incidents and share root cause analysis and recommendations for improvement with appropriate stakeholders Develop dashboards and reports providing insight into incident frequency
Bachelor or Master’s Degree in Computer Engineering, Computer Technology, or similar studies preferred
Several years experience in IT field, preferably in start-up environment Experience in Customer Service, Incident and Problem Management functions Knowledge of incident response and handling methodologies Experience with monitoring tools such as Sentry and Datadog Experience with incident management tools such as Jira and Github Excellent verbal and written communication skills Excellent ability to prioritize and complete multiple tasks in high pressure situations
What we offer
An exciting work environment operating at the forefront of AI technology development A competitive compensation package Company paid benefits for employees such as medical, dental, vision, disability, and life insurance A workstation and tools of your choice Company-funded happy hours and events A company full of incredibly talented, curious and friendly people The opportunity to work remotely