Support Specialist Incident Commander

Job description

Caseware is one of Canada’s original Fintech companies, having led the global audit and accounting software industry for over 30 years, with more than 500,000 users across 130 countries and available in 16 different languages. While you might not have heard of us (yet), over 36,000 accounting and audit professionals list Caseware as a skill on their LinkedIn profiles!

We are seeking a proactive, calm-under-pressure Incident Commander to manage incident response within our SaaS operations. In this role, you’ll serve as the authoritative voice during incidents, steering resolution while ensuring effective communication across teams, driving resolution, performing root cause analysis (RCA), and ensuring clear post-incident documentation for both internal teams and customers.

What You Will Be Doing

• Initiate and oversee the incident response efforts, acting as the primary bridge upon detection within a ²⁴⁄₇ SaaS environment.
• Collaborate with cross-functional teams, including engineers, product management, and support. Leverage and implement integration in tools such as JIRA, PagerDuty, New Relic, AWS and Microsoft Teams to monitor, manage, and coordinate incident handling.
• Drive teams to resolve incidents quickly and efficiently.
• Understand the software and infrastructure landscape to guide resolution strategies.
• Ensure appropriate stakeholders are involved in active incident to support rapid recovery.
• Communicate clearly and effectively with both internal and external stakeholders to provide timely updates and resolution plans.
• Track and report uptime metrics to internal and external audiences, promoting transparency in system reliability and performance.
• Coordinate and lead post-mortem sessions after significant events. Documenting root causes, lessons learned, and actionable items. Follow up on action to ensure implementation and prevent recurrence.
• Create comprehensive post-incident (PIRs) and RCA documents that outline timeline, impact, remediation, root cause and preventive steps.
• Implement proactive strategies and tools to reduce risks and strengthen system resilience.
• On call rotation

What You Will Bring

• 5+ years of experience managing critical incidents in SaaS environments. Prior knowledge and understanding of Cloud environment, AWS, DevOps practices, or related technical operations.
• Experience in a similar role, preferably within a software or technology company is strongly preferred.
• Strong technical background with experience in incident management and response.
• Proven ability to lead teams in driving rapid incident resolution.
• Solid understanding of modern software landscape and familiarity with JIRA & PagerDuty integrations.
• Excellent written and verbal communication skills.
• Ability to perform well under pressure, competing priorities effectively.
• Strong English language communication and collaboration skills

Perks & Benefits

• Contrato a termino Indefinido with all the legal benefits
• Prepaid Medicine
• Life insurance and funeral assistance
• Internet allowance
• Home office stipend
• Competitive compensation — above the market average
• 100% remote work environment and an excellent work-life balance
• Opportunity to work for a growing global SaaS leader company
• A culture that promotes independence, innovation, trust, and accountability
• Open space to be creative, innovative and strategize for the future
• Mentorship by highly experienced professional
• Budget for training, we want you to grow
• 5 Personal Time Off days per year
• Sick Leave Top up to total 100% of salary paid by the employer from Day 3 to 90.

Caseware’s cutting-edge software products are meticulously designed for accounting firms, corporations, and governments. Our teams are continually collaborating, innovating, and building upon our existing suite of products. With a customer-focused mindset, we are building technology that is shaping what the future of audits, financial reporting, and financial data analytics will look like.

With a recent strategic investment from Hg Capital in 2020, Caseware is now in its next major growth phase as we double down on the people and products that have made Caseware so successful to date.

One of Caseware’s core values is Many Voices, One Team and with that in mind, we’re dedicated to building teams as diverse as our customers in an equitable and inclusive way. We welcome and encourage candidates of all backgrounds to apply. Should you require accommodations or have any questions at any point during the application or interview process, please e-mail our People Operations team at [email protected].

Background Check:

Any candidates successful in obtaining an offer for a position will need to successfully complete a background check through Certn.co which typically includes an Identity Verification and Criminal Record Check. Executives and Senior Managers will undergo a Soft Credit Check as well.

Security and Fraud:

Caseware takes the security of candidates seriously. All legitimate communication from us will come from email addresses ending in @caseware.com and our open positions are always listed on reputable job boards and on our website https://jobs.lever.co/caseware. We will NEVER ask for payment or financial information from you. If you receive an unsolicited job offer, proceed with extreme caution.