Senior Specialist, Incident Response

About the role

This role sits at the center of major incident response efforts, helping bring order, clarity, and confidence during high-pressure operational events. You will coordinate cross-functional stakeholders, shape clear internal and external communications, and help ensure incidents are handled with discipline from escalation through resolution. The position also plays an important role in strengthening communication standards, executive alignment, and team readiness across a fast-moving technology environment.

Responsibilities

• Deliver proactive briefs to senior leaders and create transparent external communications
• Translate technical logs and error codes into plain language for clients and stakeholders
• Identify when legal or compliance reviews are necessary during crises
• Establish communication standards and playbooks for the team
• Foster a culture of psychological safety and focus during incidents
• Quickly identify and involve necessary stakeholders across various departments
• Manage executive expectations while keeping responders focused on resolution

Qualifications

• 5+ years in major incident response or crisis communications within fintech or high-growth SaaS environments
• Proven track record leading SEV-1/P0 operational crises from start to finish
• Exceptional ability to translate technical information into clear, empathetic messaging
• Familiarity with modern tech workflows and async communication tools
• Strong cross-functional collaboration skills, engaging stakeholders effectively under pressure
• Ability to maintain composure and provide structure in chaotic situations

Benefits

• Top-tier health benefits and life insurance
• Long-term group savings with employer match
• 20 vacation days, 4 wellness days, and unlimited sick and mental health days
• Opportunity to work outside Canada for up to 90 days per year
• Access to employee resource groups supporting diversity and inclusion
• Collaborative work environment with talented and driven teammates

Pay

$110,000 – $130,000 annually

Location

Remote — US-based candidates only; no visa sponsorship available