Hauler Hero

• Own the documentation, release communication, and customer-readiness process for what Hauler Hero ships • Own the Hauler Hero help center, including how-to guides, feature documentation, FAQs, troubleshooting flows, and plain-language explanations • Write most of the content yourself and keep documentation accurate as the product changes • Own release communication for customers and internal teams, including customer-facing and internal release notes • Help turn institutional knowledge into clear, findable documentation • Build a predictable release rhythm across Product, Design, Engineering, CS, Implementation, and Sales • Help close the gap between code working and customer experience working • Ensure reasoning and takeaways are documented after launches • Possibly connect release communication and documentation work to product analytics tools for better understanding of adoption and customer impact

• Design end-to-end product experiences across CRM, Customer Portal, and Mobile • Use AI tools daily to accelerate design and prototyping • Own and evolve the design system, improving consistency and quality • Engage directly with customers through interviews, demos, and research • Use qualitative and quantitative data to inform decisions • Move quickly between discovery and execution • Turn ambiguous problems into clear, actionable solutions • Contribute to design quality and team culture

• Implement pixel-accurate, responsive interfaces from Figma using React, TypeScript, and Material-UI (MUI) • Own features end-to-end from design handoff through implementation, testing, deployment, and iteration • Build complex, validated forms using React Hook Form • Ensure mobile-first UX, including tablet-first workflows used in the field • Own frontend testing across unit, integration, and e2e layers (Jest, React Testing Library, Cypress or Playwright) • Drive frontend quality standards and best practices • Optimize performance including bundle size, render performance, and Core Web Vitals • Extend and customize MUI components using advanced CSS (Flexbox, Grid, CSS variables) • Work closely with Product, Design, and Backend Engineering • Participate in code reviews and mentor junior engineers • Ship MVPs quickly and iterate based on customer feedback • Communicate clearly in an async-first environment using Slack, Notion, and Loom • Help define component patterns and frontend architecture • Influence and support the transition from JavaScript to TypeScript • Contribute to the evolution of the design system • Identify and address technical debt pragmatically

• Design, build, and maintain robust backend service layers • Write clean, testable, high-performance code in Java and/or Kotlin using Spring Boot • Design and implement APIs that scale with real production workloads • Refactor and extend existing services to improve reliability and maintainability • Create reusable components and patterns that improve team velocity • Design and optimize relational schemas in PostgreSQL • Write and tune performant SQL queries for large data volumes • Validate that database access patterns scale under load • Identify and resolve performance bottlenecks across services • Work as part of a cross-functional Agile/Scrum team • Participate in design reviews, code reviews, and architectural discussions • Collaborate with frontend and product teams on feature development • Debug and resolve production issues as they arise • Contribute to improving engineering processes and practices • Mentor engineers through code reviews and technical discussions

• Design, operate, and maintain production infrastructure on GCP • Manage and optimize GKE (Kubernetes) clusters, workloads, and networking • Administer Cloud SQL (PostgreSQL) and Redis • Own IAM roles, service accounts, and least-privilege access • Manage DNS using OctoDNS across Google DNS and Cloudflare • Ensure infrastructure security, scalability, reliability, and cost efficiency • Lead migration from bash-based provisioning to Terraform / OpenTofu • Introduce and maintain Helm charts for Kubernetes deployments • Eliminate click-ops through declarative, version-controlled infrastructure • Review and improve Kubernetes manifests and deployment practices • Build and maintain CI/CD pipelines using Google Cloud Build and GitHub Actions • Support automated builds, testing, and deployments for Java/Kotlin/Python services • Improve deployment safety through rollout strategies, health checks, and rollback mechanisms • Configure monitoring and alerting using Google Operations (Cloud Monitoring & Logging) • Act as an escalation point for production incidents • Diagnose complex system issues using logs, metrics, and traces • Improve observability and reduce mean time to resolution (MTTR) • Manage secrets using Google Secret Manager, GKE Secrets, and Keeper • Enforce secure configuration and credential rotation • Partner with engineering to ensure secure runtime and deployment patterns

• Own the end-to-end architecture of the data migration platform, from ingestion through validation to production deployment • Design migration infrastructure that reduces per-customer engineering effort through reusable components and standardized patterns • Build systems that evolve migrations from engineer-led to standardized and self-service • Establish automated data quality frameworks including profiling, validation, and anomaly detection • Instrument migration systems with dashboards, metrics, and alerts for observability and continuous improvement • Architect self-service import workflows for customers and internal teams • Design ingestion pipelines that align tightly with Hibernate entity models and lifecycle rules • Build intelligent error handling and feedback loops that guide non-technical users through data correction • Create Excel-based import templates with embedded validation, documentation, and formatting standards • Maintain alignment with application changes by tracking Hibernate model evolution and updating pipelines proactively • Design, build, and maintain ETL pipelines for migrating data from legacy waste management systems • Analyze legacy datasets, reverse-engineer business logic, and implement transformation workflows • Execute end-to-end customer migrations in coordination with technical and business stakeholders • Build tooling to ingest data from legacy LAN-based systems common in the industry • Optimize pipeline performance to handle large datasets efficiently and reduce migration timelines • Drive technical decisions for data infrastructure, including build vs. buy evaluations • Partner with Product, Engineering, and Customer Success to shape scalable solutions • Mentor team members on data integration and migration patterns • Create and maintain documentation, runbooks, and operational guides • Lead code reviews and knowledge sharing to raise the bar across the team

• Respond to customer inquiries primarily via live chat, with support via email and internal channels • Maintain fast, accurate, and empathetic communication aligned with response-time expectations • Triage customer issues and gather relevant context before escalation • Clearly document issues and customer interactions for follow-up or escalation • Manage multiple conversations simultaneously while maintaining quality and professionalism • Partner with Technical Support and Customer Success to ensure smooth handoffs • Contribute to a positive support culture focused on ownership, accountability, and teamwork

• Maintain and expand Hauler Hero’s Help Center content in Intercom to ensure articles and videos are accurate, complete, and customer-friendly. • Develop customer-facing product training materials including video tutorials, walkthroughs, and feature overviews using Loom. • Create clear, easy-to-follow documentation that helps customers troubleshoot, adopt new features, and get value from the platform faster. • Use Figma to create visuals, annotated screenshots, and diagrams that enhance written documentation and video content. • Translate technical details from Product and Engineering into customer-ready materials and release notes. • Partner with Customer Success to identify knowledge gaps and proactively create resources to address them. • Partner with Implementation to ensure Implementation Associates have materials to provide customers in onboarding high-quality training materials specific to their use cases. • Work with QA and Product to document new releases, validation steps, and test outcomes. • Organize and manage internal documentation in Notion so teams have access to consistent, up-to-date information. • Monitor feedback from customers and internal teams to continuously improve clarity, tone, and coverage of documentation. • Identify opportunities to leverage AI for scaling customer education, documentation updates, or translation support while ensuring accuracy and brand alignment. • Occasionally assist with customer support coverage during busy periods and to ensure first-hand understanding of customer needs and pain points.

• Own full sales cycles from first call through close • Run discovery across operational, financial, and executive stakeholders • Demo workflows across routing, billing, CRM, and payments • Build and manage pipeline in HubSpot • Partner with SDRs, Sales Engineering, and Marketing • Travel ~30–50% for customer meetings and events

• Manage and retain a defined portfolio of customers after implementation. • Own customer health, adoption, and renewal readiness for your assigned accounts. • Protect revenue, increase product usage, and identify expansion opportunities within your book of business. • Work cross-functionally with Support, Product, QA, Sales, and Implementation to ensure customers remain successful and retained. • Conduct proactive check-ins and operational workflow reviews. • Monitor usage metrics and identify adoption gaps. • Build and execute customer action plans to improve outcomes. • Document account status, risk signals, and renewal posture.