Incident Management Engineer | Guideline, Inc.

Guideline is looking to hire an Incident Management Engineer (IME) to join our Quality and Support Engineering team.
Candidates can reside in ET or CT time zones; this includes candidates in FL, MA, MD, ME, NC, NY or TX.
This IME will be a driving force of stability across Guideline’s platform. When something goes wrong, the IME will be the first to respond and is responsible for triaging, troubleshooting, and coordinating the resolution of the issue.
You will be responsible for managing the most critical outages, assembling the necessary stakeholders to address each incident effectively. As an excellent communicator, collaborator, and troubleshooter, you thrive in fast-paced, high-stakes environments. You can quickly understand technical details and know when to seek help. Your goal is to ensure issues are resolved to a high standard as swiftly and smoothly as possible.
We prioritize a growth mindset and a focus on problem-solving and process improvement. Our goal is to identify the root causes of issues and continually enhance our platform.
What You Will Work On
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2">Develop a deep understanding of Guideline’s product offerings and our system architecture.</li>
<li class=" leading-snug mb-2 pl-2">Diagnose, resolve, and prevent issues encountered across the platform</li>
<li class=" leading-snug mb-2 pl-2">Excellent problem solving skills and meticulous attention to detail.</li>
<li class=" leading-snug mb-2 pl-2">Ability to work independently and make decisions under minimal direction, as well as collaborate as part of a team.</li>
<li class=" leading-snug mb-2 pl-2">Reduce the operational overhead of responding to critical incidents through investments in tooling, process, and automation.</li>
<li class=" leading-snug mb-2 pl-2">Drive & govern the incident management process by partnering with stakeholders across the broader R&D organization</li>
</ul>
What We’re Looking For
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<li class=" leading-snug mb-2 pl-2">5+ years of experience in an Incident Response/Management Engineer, Lead Support Engineer, or Technical Product Manager role or similar</li>
<li class=" leading-snug mb-2 pl-2">Bachelor’s Degree in Computer Science, Engineering, Information Systems, or equivalent</li>
<li class=" leading-snug mb-2 pl-2">Ability to handle multiple issues simultaneously and adjust based on priority and customer-impact</li>
<li class=" leading-snug mb-2 pl-2">Excellent skills in log analysis and troubleshooting using DB queries via SQL or similar</li>
<li class=" leading-snug mb-2 pl-2">Familiarity with Incident Management tooling</li>
<li class=" leading-snug mb-2 pl-2">Exposure to Honeycomb and Kibana (or similar tools)</li>
<li class=" leading-snug mb-2 pl-2">Experience reading and investigating technical projects through code</li>
<li class=" leading-snug mb-2 pl-2">In-depth knowledge of SQL, Postman, Webhooks, and GraphQL</li>
<li class=" leading-snug mb-2 pl-2">Experience with Jira or similar ticketing system</li>
<li class=" leading-snug mb-2 pl-2">Strong knowledge of networking technologies, API integration patterns, and white-box testing techniques</li>
<li class=" leading-snug mb-2 pl-2">Ability to develop effective and efficient code (language agnostic)</li>
<li class=" leading-snug mb-2 pl-2">Experience with Ruby on Rails or a similar framework is preferred, but not required</li>
</ul>
<h3 class=" text-white font-semibold text-lg mb-2">More about Guideline</h3>
Everyone should have a simple, affordable way to save for retirement. At Guideline, our plans are low cost and highly automated. This makes it easy for companies to offer a valuable benefit—and easy for people to invest in their financial future with confidence.
<h3 class=" text-white font-semibold text-lg mb-2">Compensation</h3>
At Guideline, we believe compensation should be fair and equitable. We take a data-driven approach to set our compensation bands; the successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, and work location. These pay zones may be modified in the future.
Please speak with a recruiter for additional information regarding our tier locations.
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2">Metro+: 
The base salary range for this position is $132,500 – $164,000 annually.</li>
<li class=" leading-snug mb-2 pl-2">Metro: 
The base salary range for this position is $124,500 – $156,000 annually.</li>
<li class=" leading-snug mb-2 pl-2">National: 
The base salary range for this position is $117,500 – $149,000 annually.</li>
</ul>
In addition to base salary, this position is eligible to receive equity in the form of Incentive Stock Options (ISOs).
At Guideline, base salary is just one component of the overall Total Rewards package offered to employees. All employees are offered comprehensive benefits and perks to help support you and your family.
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2">
Flexible time off in addition to company holidays — We observe the NYSE Holiday Calendar
</li>
<li class=" leading-snug mb-2 pl-2">
401(k) with matching contributions — We use our own platform and match 100% of the first 3% contributed, and 50% of the next 2% (for a max employer contribution of 4%)
</li>
<li class=" leading-snug mb-2 pl-2">
100% employer-paid healthcare, vision, and dental insurance for employees and 70% coverage for dependents
</li>
<li class=" leading-snug mb-2 pl-2">
Opt-out credit if all three plans are waived
</li>
<li class=" leading-snug mb-2 pl-2">
Health Savings Account and Flexible Spending Accounts
</li>
<li class=" leading-snug mb-2 pl-2">
Disability and life insurance options
</li>
<li class=" leading-snug mb-2 pl-2">
Mental health benefits, including therapy and coaching through Modern Health, for employees and their dependents
</li>
<li class=" leading-snug mb-2 pl-2">
Paid parental leave for birthing and non-birthing parents
</li>
<li class=" leading-snug mb-2 pl-2">
Sabbatical after 5 years of employment
</li>
<li class=" leading-snug mb-2 pl-2">
Annual learning and development stipend — We reimburse approved professional development expenses, up to $750 per employee per year.
</li>
</ul>
Guideline provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Additionally, Guideline participates in the E-Verify program in certain locations, as required by law.
If you have a disability or special need that requires accommodation, please don’t be shy and contact us at peopleops@guideline.com.
Guideline is committed to protecting the privacy and security of the personal information of our applicants. Please refer to Guideline’s Privacy Policy for information about our privacy and security practices.
#LI-Remote
Expected Salary Range
$117,500—$164,000 USD

Incident Management Engineer | Guideline, Inc. | Remote (United States)

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