Engineering Incident Manager (Portugal-based Remote/Hybrid)

Sword Health is on a mission to free two billion people from pain as the world’s first and only end-to-end platform to predict, prevent and treat pain. 

Delivering a 62% reduction in pain and a 60% reduction in surgery intent, at Sword, we are using technology to save millions for our 2,500+ enterprise clients across three continents. Today, we hold the majority of industry patents, win 70% of competitive evaluations, and have raised more than $300 million from top venture firms like Founders Fund, Sapphire Ventures, General Catalyst, and Khosla Ventures.

Recognized as a Forbes Best Startup Employer in 2023, this award highlights our focus on being a destination for the best and brightest  talent. Not only have we experienced unprecedented growth since our market debut in 2020,  but we’ve also created a remarkable mission and value-driven environment that is loved by our growing team. With a recent valuation of $2 billion, we are in a phase of hyper growth and expansion, and we’re looking for individuals with passion, commitment, and energy to help us scale our impact. 

Joining Sword Health means committing to a set of core values, chief amongst them to “do it for the patients” every day, and to always “deliver more than expected” on behalf of our members and clients.

This is an opportunity for you to make a significant difference on a massive scale as you work alongside 800+ (and growing!) talented colleagues, spanning two continents. Your charge? To help us build a pain-free world, powered by technology, enhanced by people — accessible to all.

The Operational Escalation Manager manages a team dedicated to identifying and resolving unreported and escalated issues within the organization that have surpassed traditional support channels. This role goes beyond support issues and manages unreported problems across various departments and all products, such as the PTs’ portal, onboarding, devices, and logistics. The Operational Escalation Manager will lead efforts to find immediate and long-term solutions for these issues, ensuring member and client satisfaction and operational efficiency - implementing quick fixes for impacted users and collaborating with engineering and product teams to develop sustainable, long-term solutions.

What you'll be doing:

• Issue Identification and Resolution:

- Proactively identify issues that have yet to be reported or escalated through regular channels across various departments including the PTs portal, onboarding, devices, and logistics;

- Lead the investigation and diagnosis of these issues to understand their root causes.

• Immediate Remediation:

- Develop and implement quick-fix solutions to mitigate the impact on affected users;

- Ensure rapid communication and resolution to maintain member and client satisfaction.

• Long-term Strategy:

- Collaborate with engineering, product, operations, IT, and other relevant teams to define and implement long-term solutions;

- Ensure that identified issues are addressed in future product releases or updates.

• Team Leadership:

- Lead a specialized team dedicated to resolving escalated issues;

- Provide guidance, training, and support to team members to enhance their troubleshooting skills and efficiency.

• Cross-functional Collaboration:

- Work closely with other departments, including Member and Client Ops, Product, IT, and Engineering, to ensure cohesive problem-solving and process improvements;

- Facilitate knowledge sharing and documentation of solutions to prevent future occurrences of similar issues.

• Process Improvement:

- Develop and refine processes for issue escalation, tracking, and resolution;

- Implement feedback loops to continuously improve the team’s effectiveness and the quality of solutions provided.

• Reporting and Analysis:

- Track and report on the progress of issue resolution and the impact of implemented solutions;

- Analyze trends and patterns to identify systemic issues and areas for improvement.

What you need to have:

• Proven experience in technical support, troubleshooting, or a related field.
• Strong problem-solving skills and the ability to think strategically and critically;
• Excellent leadership and team management abilities;
• Effective communication and interpersonal skills for cross-functional collaboration;
• Technical proficiency and a good understanding of the company's products and services;
• Ability to handle high-pressure situations and prioritize tasks effectively.

To ensure you feel good solving a big Human problem, we offer:

• A stimulating, fast-paced environment with lots of room for creativity;
• A bright future at a promising high-tech startup company;
• Career development and growth, with a competitive salary;
• The opportunity to work with a talented team and to add real value to an innovative solution with the potential to change the future of healthcare;
• A flexible environment where you can control your hours (remotely) with unlimited vacation; 
• Access to our health and well-being program (digital therapist sessions);
• Remote or Hybrid work policy (Portugal only);
• To get to know more about our Tech Stack, check here.