ServiceRocket

Human Resources

• Lead a Team of Four: Directly manage, mentor, and develop a high-performing team of four analysts/specialists, providing coaching, conducting performance reviews, and fostering their professional growth
• Be a "Working Manager": Maintain deep involvement in the day-to-day work, personally executing complex data modeling, compensation analysis, and HRIS configuration/administration
• Talent Development: Embody the value of Share the Knowledge by providing technical guidance on complex modeling, upskilling the team, and cultivating a collaborative and supportive environment, living our Think Team value
• Global Compensation Programs: Lead the design, implementation, and administration of all global compensation programs (base pay, incentive plans, sales compensation) to ensure internal equity and external competitiveness across all ServiceRocket regions, ensuring programs Focus on the Outcome
• Strategic Workforce Planning: Partner with executive leadership and Finance to develop long-range headcount forecasting, organizational design, and capacity planning to support ServiceRocket's global growth strategy
• Data-Driven Insights: Direct the team's efforts, and personally conduct complex workforce analytics to provide actionable insights on trends (e.g., attrition, talent gaps), translating data into strategic talent decisions including compensation packages and talent calibration
• Cross-Functional Partnership: Serve as the primary workforce planning liaison, working cross-functionally with Finance, Revenue Operations, and the People team to translate business goals and financial budgets into actionable headcount and talent strategies
• Hiring Alignment: Collaborate closely with the Resource Allocation and Talent Acquisition team to align on our line of sight for hiring needs, ensuring the recruitment pipeline supports validated business demand and budget approval.
• HRIS Ownership: Serve as the primary owner and subject matter expert for the global HR Information System (HRIS). This includes being hands-on with configuration, data integrity, and system administration to ensure efficient People operations
• Process & Technology Implementation: Identify, evaluate, and implement streamlined processes and technology enhancements for all People functions, living the value to Build Process to Drive Outcomes. This involves managing vendor relationships and leading system upgrade projects
• Global Compliance & Audits: Ensure all compensation and HR data practices comply with local and international regulations (e.g., GDPR, global labor laws). Oversee internal and external audits for compensation, payroll integration, and HR data, using the Talk Straight value to maintain transparency and accountability
• Data Integrity: Maintain an uncompromising focus on data integrity and audit work across all workforce systems and reporting. Ensure the data is clean, consistent, and provides a single source of truth for all leadership decisions
• Talent Assessment Cycles: Own and drive the salary adjustment and promotion cycles- as a core component of our Quarterly Talent Assessment process, ensuring consistency and alignment with company compensation philosophy
• Reporting & Insights: Develop and deliver executive-level reporting and dashboards that provide clear, concise insights into organizational growth, talent investment, and resource utilization
• Program Leadership and Governance: Lead the end-to-end lifecycle for high-priority HR programs, ensuring alignment with strategic business goals, managing program budgets, and establishing key performance indicators (KPIs) to measure success
• Risk & Change Management: Identify potential program risks and dependencies, developing mitigation strategies. Lead change management efforts to ensure smooth adoption of new policies, processes, and systems by employees and management.

Senior Manager, Total Rewards – HR Operations

• Lead a Team of Four: Directly manage, mentor, and develop a high-performing team of four analysts/specialists, providing coaching, conducting performance reviews, and fostering their professional growth
• Be a "Working Manager": Maintain deep involvement in the day-to-day work, personally executing complex data modeling, compensation analysis, and HRIS configuration/administration
• Global Compensation Programs: Lead the design, implementation, and administration of all global compensation programs (base pay, incentive plans, sales compensation) to ensure internal equity and external competitiveness across all ServiceRocket regions, ensuring programs Focus on the Outcome
• Strategic Workforce Planning: Partner with executive leadership and Finance to develop long-range headcount forecasting, organizational design, and capacity planning to support ServiceRocket's global growth strategy
• Data-Driven Insights: Direct the team's efforts, and personally conduct complex workforce analytics to provide actionable insights on trends (e.g., attrition, talent gaps), translating data into strategic talent decisions including compensation packages and talent calibration
• Cross-Functional Partnership: Serve as the primary workforce planning liaison, working cross-functionally with Finance, Revenue Operations, and the People team to translate business goals and financial budgets into actionable headcount and talent strategies
• HRIS Ownership: Serve as the primary owner and subject matter expert for the global HR Information System (HRIS). This includes being hands-on with configuration, data integrity, and system administration to ensure efficient People operations
• Global Compliance & Audits: Ensure all compensation and HR data practices comply with local and international regulations (e.g., GDPR, global labor laws). Oversee internal and external audits for compensation, payroll integration, and HR data, using the Talk Straight value to maintain transparency and accountability.

Senior Manager, Total Rewards, HR Operations

• Design and implement global strategies while leading and mentoring a team of four analysts/specialists
• Personally drive complex analysis, system configuration, and data modeling
• Ensure talent and rewards strategies are competitive
• Optimize company workforce alignment with business needs
• Manage and mentor a high-performing team, providing coaching and conducting performance reviews
• Lead the design and administration of global compensation programs
• Partner with leadership for long-term organizational planning

Customer Support

• Maintain target metrics related to provisioning, new customer onboarding efficiency, customer satisfaction, revenue impact, process optimization, scalability, team performance, and strategic alignment.
• Troubleshoot technical issues or questions reported by customers; triage and resolve incidents promptly to minimize customer downtime.
• Perform root cause analysis for production errors and recommend improvements. Maintain and perform operations related to the ticketing system.
• Identify and resolve problems to prevent recurring issues and improve software stability.
• Provide technical support and troubleshooting assistance to customers to resolve issues and ensure software functionality.
• Handle escalations to higher-level support teams or management when necessary.
• Generate reports and analyze data to identify trends, improve processes, and enhance customer satisfaction.

Engineer, Customer Support

Support Engineer

• Deliver a top tier customer support experience and become an expert in Docker technologies and products
• Apply advanced troubleshooting techniques (debug and diagnosis) on critical problems that span multiple layers of the Docker technology stack
• Engage with the engineering team to identify bugs and resolve technical issues
• Partner cross-functionally with other teams to support & assist on collaborative projects
• Engage in enterprise level customer calls or remote screen-sharing sessions to drive resolution for complex issues
• Maintain and track detailed records for all customer interactions in our internal ticketing system
• Create best-in-class help content and proactively perform audits for our knowledge base
• Participate in on-call rotations, identify and recommend process improvements to deliver the highest level of customer satisfaction

Docker Support Engineer – Day Shifts

• Deliver a top tier customer support experience and become an expert in Docker technologies and products
• Apply advanced troubleshooting techniques (debug and diagnosis) on critical problems that span multiple layers of the Docker technology stack
• Engage with the engineering team to identify bugs and resolve technical issues
• Partner cross-functionally with other teams to support & assist on collaborative projects
• Engage in enterprise level customer calls or remote screen-sharing sessions to drive resolution for complex issues
• Maintain and track detailed records for all customer interactions in our internal ticketing system
• Create best-in-class help content and proactively perform audits for our knowledge base
• Participate in on-call rotations, identify and recommend process improvements to deliver the highest level of customer satisfaction

Docker Support Engineer – Night Shifts

Administration

• Design, deploy, and maintain the infrastructure for Atlassian Jira and Confluence Data Center deployments tailored to IT industry requirements.
• Install, configure, and upgrade Jira and Confluence Data Center applications and related components.
• Monitor application and infrastructure health using Datadog to ensure optimal performance, availability, and reliability.
• Conduct web application performance investigations and implement tuning measures to optimize Jira and Confluence responsiveness and throughput.
• Perform regular maintenance, including backups, patching, and capacity planning to maintain system integrity.
• Troubleshoot and resolve technical issues related to Atlassian products and supporting infrastructure swiftly.
• Plan and implement integrations of Jira and Confluence with other internal and third-party applications, APIs, and systems to streamline workflows and data synchronization.
• Collaborate with IT teams, developers, and DevOps to implement best practices for deployment, integration, and operations.
• Enforce security best practices, manage user access, and ensure compliance with internal and external IT policies.
• Document system architecture, integration points, operational procedures, and incident resolutions.
• Analyze performance metrics and recommend optimizations to improve system scalability and efficiency.
• Stay updated on Atlassian product updates, integration tools, IT industry trends, and monitoring tool enhancements.

Atlassian Data Center Administrator

Customer Support Engineer

Solutions Engineer

•The Senior Consultant I, Solution Architecture, is a key leadership role responsible for designing innovative and high-value solutions for customers, primarily leveraging the Atlassian suite.
•Build long-term, trusted relationships with customers and guide transformational journeys supporting corporate initiatives.
•Co-create multi-year strategic roadmaps and provide architectural oversight for successful adoption and business value.
•Deliver strategic solution roadmap discussions, align business objectives with Atlassian capabilities and AI enhancements.
•Map corporate initiatives to KPIs and demonstrate platform-driven business outcomes.
•Act as trusted advisor to stakeholders and mentor technical and leadership teams.
•Define system architecture and provide high-level oversight for enterprise-scale implementations.
•Design robust integrations between Atlassian and enterprise systems; advise on change management and adoption strategies.
•Collaborate with product and engineering teams to prototype app innovations.
•Lead design of reusable strategic assets, contribute to intellectual property, and maintain presence in partner channels.

Senior Consultant I, Solution Architecture

Consultant

• Design, develop, and implement high-quality solutions, including architectural system design
• Facilitate customer discussions to discover key business and technical requirements, and develop implementation plans based on the identified requirements
• Provide experienced guidance, feedback, and recommendations to customers based on established best practices
• Support the roll-out, adoption, and scaling of provided solutions for customers
• Handle customer engagements as a project manager, responsible for scheduling, coordination, communication, and enhancing the customer relationship
• Advice on internal tools and processes as a senior member of the technical team
• Promote yourself as a subject matter expert and valued member of the community
• Assist with proposal development and statement of work definitions
• Engage with potential customers on sales calls as a technical resource, advising on product solutions

Senior Manager, Total Rewards – HR Operations

Senior Manager, Total Rewards, HR Operations

Senior Manager, Total Rewards, HR Operations

Senior Manager, Total Rewards, HR Operations

Engineer, Customer Support

Docker Support Engineer – Day Shifts

Docker Support Engineer – Night Shifts

Atlassian Data Center Administrator

Customer Support Engineer

Customer Support Engineer

Senior Consultant I, Solution Architecture

Technology Consultant