Incident Manager - US, Remote (West Coast)

Overview

Our Team

We are seeking an experienced and detail-oriented Incident Manager to join our growing team. In this role, you will play a pivotal part in coordinating and leading the resolution of high-impact incidents across our software organization. From production issues to customer-facing outages, you will ensure timely, effective responses that minimize impact to both our customers and our business operations.

What You Will Do

Develop and maintain an incident management process that aligns with industry best practices and company objectives

Coordinate and lead the incident response process, ensuring rapid triage, escalation, and resolution across cross-functional teams

Monitor and respond to all incident tickets and escalate as necessary to ensure timely resolution

Identify and analyze incident trends to proactively prevent future occurrences

Collaborate with engineering, product, support, and other teams to identify root causes and implement long-term fixesCommunicate updates and progress to stakeholders, including senior management and customers

Facilitate post-incident reviews and ensure follow-up actions are documented, tracked, and completed

Develop and maintain incident management documentation, including runbooks, standard operating procedures and incident reports

Conduct post-incident reviews and provide recommendations for process improvements

Stay up-to-date with industry trends and developments related to incident management

Analyze incident trends and metrics to identify systemic issues and propose proactive improvements

Your Qualifications

At Cimpress, we are striving to hire individuals that add new ideas and perspectives to our teams and enhance our culture. No matter your background or work experience, we strongly encourage you to apply—even if you feel that you don’t meet the exact requirements or have the same qualifications. You might be a great candidate for this or other opportunities.

Bachelor's degree in Communications, Computer Science, Information Technology, or a related field

Minimum of 3 years of experience in incident management or similar field, preferably in a software or technology company

Excellent written and verbal communication skills — able to clearly explain complex or technical issues to a wide range of audiences

Confident decision-maker with a calm, organized approach under pressure

Technically curious — able to understand system architectures, application flows, and infrastructure at a high level

Strong understanding of incident response workflows, communication protocols, and coordination best practices

Familiarity with ITIL principles, SRE concepts, or similar operational frameworks a plus

Proven track record of successfully managing and resolving complex incidents

Excellent communication skills, both written and verbal, with the ability to effectively communicate technical information to non-technical stakeholders

Strong problem-solving and critical thinking skills

Ability to work under pressure and handle multiple incidents simultaneously

Experience with tools such as Jira, PagerDuty, AI, Slack, or other incident management platforms a plus

ITIL certification is a plus

Why You\'ll Love Working Here

We encourage our engineers to think like owners – to continue to act small as we grow. Every team defines their own roadmaps, and uses the programming languages and technologies that suit them best. This helps us have a big impact at the enterprise level while still feeling small and nimble. We have a Remote-First operating model and culture, with team members in over 15 countries and 30 US states, offering autonomy and the flexibility to work from home. Cimpress also provides collaboration spaces for team members to work physically together.

About Us

Led by founder and CEO Robert Keane, Cimpress invests in and helps build customer-focused, entrepreneurial mass customization businesses. Cimpress Technology develops cutting-edge, best-in-world software that our mass customization businesses use to create personalized physical (and digital) products, for over 17 million global customers. Our businesses can choose the solutions that work for them, or assemble any custom combination they need. This makes it easier and faster to do things like introduce new products, reach customers and track orders. And this kind of innovation keeps customers coming back.

Commitment to Diversity, Equity, & Inclusion

Cimpress exists to help our customers live their dreams. Each dream is unique – and the Cimpress team needs to be as well. We believe in the unique contributions of everyone within a diverse global organization. We are collaborative, inclusive, and innovative. We strive to role model and live an inclusive culture of fairness, respect and belonging for all. And we work together to empower each other, creating a space in which each of us can spark our next great idea.

Equal Opportunity Employer

Cimpress Technology, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.

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