System Health Manager

Meet Upside

We created Upside to help communities thrive! Our retail technology uses the sophistication of online retail—profit measurement, attribution, and incrementality—to provide users with more value on their everyday purchases and brick and mortar businesses with new, profitable customers. We’ve helped millions of users earn 2 to 3 times more cash back than any other product, and tens of thousands of brick and mortar businesses earn measurable profit. Billions of dollars in commerce run through the Upside platform every year, and that value goes directly back to our local retailers, the consumers they serve, and towards important sustainability initiatives. Our mission, values, and commitment to inclusivity guide our team of more than 300 people worldwide, and the quality of our culture is reflected in the impact we’ve had on communities nationwide. You’ll join a Team whose experience hails from places such as Google, Uber, Amazon, Instacart, Capital One, and MasterCard with proven startup executives and venture capitalists.

Upside was named #2 on Deloitte's 2021 list of Fastest Growing 500 Tech Companies and #308 in Inc.’s America’s fastest growing private companies of 2022. Upside’s Series D funding was raised in March 2022 and led by General Catalyst at a $1.5 billion valuation. Other investors include Bessemer Ventures and Formation8.

What you’ll do:

As a System Health Manager, you’ll be responsible for conducting investigations of our system, communicating cross-functionally by providing detailed recommendations for action, and proactively seeking out new inefficiencies to inform new checks and reviews. Specifically, you'll:

• Ensure that the Upside marketplace is running smoothly, producing profit for merchants, additional purchasing power for consumers, and revenue for Upside.
• Triage and troubleshoot potential system issues.
• Perform initial investigation for any issues identified through monitoring, providing detailed recommendations for action.
• After each investigation, assist with reporting the root cause.
• Work closely with product and engineering teams to track the impact of system improvements.
• Proactively research and find opportunities for improved monitoring, detailing the findings in a centralized knowledge base.
• Periodically conduct retroactive remedial steps to rectify system records.
• Participate in retrospectives for any issues that are not identified through the system health work in order to identify key indicators that could have caught the issue earlier and assist in building them into the ongoing monitoring process.

What you need:

• 4-7 years experience in areas such as process analysis, quality control, and data analytics.
• Passion for problem-solving and driving continuous improvement.
• Strong attention to detail.
• Excellent analytical and problem-solving skills that drive data-based decision-making.
• Strong verbal and written communication skills and the ability to work with various audiences.
• Experience using SQL is strongly preferred; Python skills are a plus; on-the-job training is available and encouraged for each.
• Above all else, you must be a builder who wants to be involved in a startup where the opportunities are endless but you stay focused on the small wins that truly move the business forward. A constant desire for learning and self-improvement.

The fine print:

• Worksite location: This is a fully-remote role that may sit anywhere in the United States. You're welcome to work from our DC, Austin, Chicago or New York office if you're in-region! Full Covid-19 vaccination is required to work from our Upside offices.
• Notice to recruiters and placement agencies: This is an in-house search with a dedicated recruiter. Please do not submit resumes to any person or email address at Upside. Upside is not liable for, and will not pay, placement fees for candidates submitted by any party or agency other than its approved recruitment partners.

At Upside, we believe that diversity drives innovation. Our differences are what makes us stronger. We‘re passionate about building a workplace that represents a variety of backgrounds, skills, and perspectives and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Everyone is welcome here. Come join us!