IncidentandEscalationManager

Voice AI that resolves, not transfers. Most phone systems trap callers in menus and scripts. Vapi is the platform for deploying voice agents that know your business and can listen, adapt, and resolve in minutes. - The numbers: 1 billion calls. 1 million developers. 10x enterprise ARR growth - The customers: Amazon Ring, ServiceTitan, New York Life, Intuit, Kavak, and thousands more, from YC startups to the Fortune 500 - The news: a $50M Series B led by Peak XV Partners, with Bessemer Venture Partners, Kleiner Perkins, M12 (Microsoft's Venture Fund), Y Combinator, and our earlier backers. Total raised: $72M Incident and Escalation Manager Why this role exists Vapi runs voice AI infrastructure at tens of millions of minutes a month for enterprise customers who route business-critical traffic through us. When something breaks, it breaks in real time, in front of a customer's own customers, and often through a carrier dependency we don't fully control. Today the response is run by whoever is in the Slack thread. That works once. It does not scale, and it costs us renewals, engineering focus, and executive confidence every time it happens. This is the first dedicated hire for the function, and the job is to build it. You will design the program that runs our incident response, train the people who command incidents, and own the customer relationship through the weeks that follow a serious one. You own the pager and you work part of the rotation yourself, because the fastest way to build a program that works is to run inside it while you build it. You are not the engineer fixing the system. You are the person who builds the system so a trained bench can run it, and who takes a real turn on the pager. Building the program This is the core of the role. - Define what counts as an incident and what does not, with entrance and exit criteria that protect engineering from noise. - Author the severity model with response-time targets per level, so a SEV0 means the same thing Mond