Job Overview
Location
Atlanta; Boston; Charlotte; Chicago; Dallas; Los Angeles; New York; San Francisco
Job Type
Full-time
Category
Software Engineering
Date Posted
June 20, 2026
Full Job Description
đź“‹ Description
- • Own the production support operating model, incident lifecycle, severity framework, and support expectations across all pods to ensure consistent, disciplined service delivery.
- • Establish and maintain service level agreements (SLAs), escalation paths, release-watch routines, and standardized communication protocols for production issues.
- • Create and sustain visibility into live-service health, incident trends, and recurring support risks through data-driven reporting and monitoring.
- • Lead and grow a team of production support engineers and AI operations analysts, fostering a culture of accountability, reliability, and continuous improvement.
- • Build scalable, repeatable support routines, runbook discipline, and issue triage practices that apply across multiple products and workflows.
- • Partner directly with Engineering, Product, and QA teams to enhance application supportability and reduce the frequency of recurring production incidents.
- • Own incident governance for material issues, including leading severity calls, delivering stakeholder updates, managing escalations, and coordinating stabilization plans.
- • Ensure business and technical stakeholders receive clear, timely communication on incident impact, resolution progress, and next steps during high-pressure situations.
- • Drive post-incident review practices to identify root causes, implement preventive measures, and reduce repeat failures across systems.
- • Ensure finance-sensitive workflows receive appropriate levels of production support, accurate issue classification, and tailored escalation handling.
- • Oversee support patterns for AI-enabled workflows, including managing degraded outputs, fallback scenarios, trust issues, and human-review triggers.
- • Collaborate with business and technical teams to distinguish between software defects, data anomalies, process gaps, and model-behavior issues in AI-driven systems.
- • Operate in a hybrid environment with flexibility to work remotely up to two days per week, while maintaining strong in-office collaboration in one of Accordion’s U.S. offices.
- • Maintain a high standard of trust, transparency, and quality in all support operations and stakeholder interactions.
- • Act as a bridge between technical teams and business stakeholders, translating complex technical issues into clear business impact for CFOs and finance leaders.
- • Contribute to the broader mission of supporting private equity value creation by ensuring reliable, high-quality financial technology systems.
- • Lead by example, mentoring team members, modeling professionalism under pressure, and embodying Accordion’s entrepreneurial, collaborative culture.
🎯 Requirements
- • 8+ years of production support, application support, service reliability, or engineering operations experience, including team leadership
- • Strong knowledge of incident management, service operations, support processes, release support, and escalation discipline
- • Experience working closely with engineering and product teams in modern software delivery environments
- • Ability to communicate clearly with both technical and business stakeholders during high-pressure situations
- • Comfort operating in finance-sensitive, workflow-heavy, or business-critical application environments
- • Bachelor’s degree preferred
🏖️ Benefits
- • Annual salary range of $150,000 to $190,000
- • Bonus compensation
- • Hybrid work model with flexibility to work remotely up to two days per week
- • Opportunity to work alongside 1,600+ finance and technology experts in a collaborative, high-growth environment
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Accordion Partners, LLC
Accordion Partners is a private equity-focused financial consulting firm providing portfolio company value creation services. It delivers interim management, financial planning & analysis, operational improvement, and transaction support to middle-market PE-backed businesses across North America. Founded by ex-Bain and Deloitte professionals, the company embeds senior-level talent within client organizations to accelerate EBITDA growth, optimize cash flow, and prepare assets for exit. Services span strategic finance, accounting, treasury, pricing, supply chain, and M&A integration, delivered through a flexible staffing model that scales with deal timelines and investment horizons.
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