Critical Incident Communications, Senior Specialist

What you'll do

• Translate complex technical issues into clear business-speak for various audiences during critical incidents.
• Write and distribute timely updates for customers, executives, and internal teams regarding service disruptions.
• Consolidate technical information from engineering and support teams to ensure accurate stakeholder communication.
• Develop strategies and action plans that enable customer success during unplanned service events.
• Ensure incident response readiness through training sessions, simulations, tests, and drills.
• Participate in an occasional on-call rotation to develop crisis communications for unplanned incidents.
• Build and maintain trusted partnerships across the enterprise to align communication efforts.

What we're looking for

• 4-8 years of experience in incident management, crisis communications, or technical writing.
• Exceptional writing, editing, and verbal communication skills.
• Excellent analytical and problem-solving skills.
• Understanding and experience in cloud infrastructure and platforms, such as AWS and GCP.
• Ability to learn and deeply understand technical concepts like database architecture, security, and networks.
• Experience working with customers, executives, and customer-facing teams with the ability to lead without direct authority.
• Ability to work in a fast-paced, high-pressure environment while handling multiple priorities.
• Accommodation of an on-call schedule for technology crisis communications, including some weekends and holidays.
• Experience with Salesforce platforms (preferred).
• Trailhead Ranger status and Salesforce certifications (preferred).
• Prior experience in a 24/7/365 operations environment (preferred).
• Experience creating customer-facing communications (preferred).
• Project/program and change management skill (preferred).