Incident and Escalation Manager

Vapi Technologies Inc.

Job Overview

Location

San Francisco

Job Type

Full-time

Full Job Description

📋 Description

• The Incident and Escalation Manager at Vapi Technologies Inc. is the first dedicated hire to build and scale a formal incident response and escalation program for a voice AI platform handling tens of millions of minutes of enterprise traffic monthly. This role exists to replace ad-hoc Slack-thread responses with a structured, repeatable system that protects customer trust, engineering focus, and revenue.
• Day to day, you will define incident criteria and severity models, design command structures and communication protocols, build and train an incident commander rotation, own pager shifts, establish tooling (paging, status pages, runbooks), govern customer credit processes, track operational metrics, partner cross-functionally with engineering, support, legal, and carrier teams, lead post-incident reviews and RCAs, manage high-severity escalations that threaten renewals, and drive incident data into product and engineering prioritization.
• Vapi is a rapidly growing voice AI platform trusted by Amazon Ring, ServiceTitan, New York Life, Intuit, Kavak, and thousands of others — from YC startups to Fortune 500 companies. Backed by $72M in funding from Peak XV, Bessemer, Kleiner Perkins, M12, and Y Combinator, Vapi is scaling enterprise voice AI infrastructure at unprecedented scale, making reliability and customer trust paramount.
• In this role, you will build a scalable incident and escalation function from the ground up, gain deep exposure to real-time voice AI infrastructure at scale, develop leadership in crisis management and cross-functional coordination, shape engineering priorities through incident data, and establish yourself as the trusted owner of customer trust during critical events — directly impacting retention, reputation, and revenue protection.

🎯 Requirements

• 8 to 12 years of experience in incident management, escalation management, technical support escalations, or technical program management, ideally at an infrastructure, telephony, or platform company operating at scale
• Proven track record building an incident and escalation program from zero or owning a meaningful piece through its growth, including standing up an incident commander rotation
• Hands-on familiarity with incident tooling such as PagerDuty, incident.io, Opsgenie, or equivalent, and Slack/status-page workflows
• Calm under pressure with gravitas to direct responses and willingness to remove distractions even when they outrank you
• Clear writing under pressure — able to produce clean situational reads for senior leaders and customer RCAs that preserve relationships
• Comfort with technical depth: ability to follow engineering conversations, ask the right questions, and judge when answers don’t add up; familiarity with telephony, carrier dynamics, or real-time systems is a strong plus
• Willingness to work part of the incident commander rotation, including off-hours shifts, especially in the first year

🏖️ Benefits

• Opportunity to build a critical function from the ground up at a high-growth, well-funded voice AI platform serving Fortune 500 and YC-backed customers
• Direct impact on customer trust, revenue protection, and engineering efficiency through structured incident and escalation processes
• Exposure to cutting-edge voice AI infrastructure and real-time systems at massive scale (1B+ calls, 1M+ developers)
• Cross-functional leadership role partnering with engineering, support, legal, security, comms, carrier ops, and GTM teams
• Clear path to influence product and engineering roadmaps through incident data and RCA-driven prioritization
• Hybrid work environment in San Francisco with a mission-driven team backed by top-tier investors (Peak XV, Bessemer, Kleiner Perkins, M12, YC)

Skills & Technologies

Onsite

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Vapi Technologies Inc.

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About Vapi Technologies Inc.

Vapi empowers developers to build and deploy advanced voice AI agents through a highly configurable, API-first platform. Serving a wide range of clients from startups to Fortune 500 companies, Vapi simplifies the creation of leading voice AI products and scales phone operations efficiently. The platform supports a global user base, evidenced by its multilingual capabilities in over 100 languages. With impressive traction, Vapi has powered over 300 million calls and launched more than 2.5 million assistants, highlighting its significant impact and reliability in the voice AI market.

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