UJET

• Lead efforts to improve system reliability, scalability, and performance across critical services • Define and implement SLIs/SLOs and error budgets, and use them to guide engineering priorities • Design and develop observability systems (metrics, logging, tracing, alerting) that produce actionable alerts and data with minimal noise • Lead complex incident response, acting as incident commander when needed • Conduct postmortems focused on systemic causes rather than individual fault, and ensure corrective actions from those reviews are completed. • Identify and eliminate toil through automation, tooling, and improved workflows • Partner with product and platform teams on architecture decisions, production readiness, and designing systems that recover from failure • Build reusable systems and “paved roads” that make it easier for teams to operate their services reliably • Mentor other engineers and raise the overall operational maturity of the organization

• Build and own product and platform capabilities across Spiral and AXO, from early prototypes to production systems. • Design and implement AI-powered workflows, agent capabilities, and backend services that are scalable, secure, and reliable. • Develop high-performance APIs, async workers, and application logic in Python and TypeScript. • Ship user-facing product features and internal tools that make advanced AI systems useful and intuitive for customers. • Architect and improve data ingestion, parsing, and analysis pipelines that transform raw customer interaction data into structured, actionable insights. • Partner across engineering, product, and design to translate ambiguous product ideas into robust technical systems. • Own infrastructure and deployment patterns on AWS/GCP, with a focus on reproducibility, observability, security, and cost efficiency. • Improve system quality through evaluation, monitoring, logging, alerting, and operational best practices. • Help define engineering standards, review code, and mentor teammates working on distributed systems and AI applications.

• Working closely with an assigned Technology Services Distributor to identify the in-market CX/AI-focused partners to drive mindshare, pipeline growth & UJET Sales. • Develop and build fiscal quarter and annual strategy. Report on, manage and execute on mutually agreed upon KPIs. • Initiate quarterly QBRs to measure success and trends within assigned TSD / Strategic partnerships. • Develop relationships internally and externally. Build and strengthen relationships with partner leadership and stakeholder business units throughout TSD or Partner organization • Aligning the regional sales organizations with relevant partners through targeted demand generation and alignment activities • Drive mindshare through regular communications and collaboration. Provide accurate and detailed weekly, monthly and quarterly forecast funnel of identified and proposed opportunities to meet or exceed quota requirements

• Lead and grow the Core Infrastructure team, setting vision, priorities, and execution for foundational cloud services. • Own the design, deployment, and operation of shared cloud primitives: GCP orgs & folders, networking, load balancers, compute, base images, Terraform frameworks, and upgrades. • Define and enforce best practices for scalability, security, observability, and maintainability across the cloud platform. • Partner with product and engineering teams to enable fast, safe, and reliable development and deployment workflows. • Drive continuous improvement in processes, automation, and infrastructure reliability. • Mentor and develop team members, fostering a culture of ownership, collaboration, and technical excellence.

• Build and evolve the data platform foundations that make it easy and safe for others to ship dbt work (project structure, environments, permissions, patterns, documentation) • Establish and maintain standards and guardrails for dbt development (testing strategy, source freshness, documentation, code review practices) • Improve the developer experience for data workflows, including CI/CD, automated checks, and repeatable deployment patterns • Partner with Analytics and Finance to define and deliver trusted metrics and dashboards in Looker • Build and maintain analytics-ready datasets that support self-serve reporting and experimentation • Develop and optimize BigQuery data models for analytics and product use cases • Implement ELT best practices in dbt, including testing, documentation, and versioning • Design, build, and maintain scalable data pipelines using Python and dbt • Ensure data quality, reliability, and observability for critical datasets and reporting • Optimize performance and cost across BigQuery and data pipelines • Integrate data workflows with backend services and APIs • Participate in infrastructure decisions related to data ingestion and platform evolution

• Identify and Drive Expansion: Act as the primary strategic advisor for assigned accounts, leveraging deep product knowledge to identify, qualify, and close expansion opportunities (upsell/cross-sell). • Commercial Success Planning: Develop and execute comprehensive Success Plans that align product adoption with the customer’s long-term business goals, specifically designed to drive account growth and seat expansion. • ROI as a Sales Tool: Quantify and present the ROI and cost-savings of the solution to justify contract renewals and provide the commercial rationale for increased investment. • Retention & Risk Mitigation: Proactively manage the customer lifecycle to ensure 100% retention; execute aggressive risk-mitigation plans for "at-risk" accounts to protect annual recurring revenue (ARR). • High-Impact Business Reviews: Orchestrate and lead Executive Business Reviews (EBRs) that move beyond tactical updates to focus on strategic value, future roadmap alignment, and commercial partnership opportunities • KPI Alignment for Renewal: Establish and improve baseline KPIs that matter most to the customer, using these metrics to prove the solution's indispensability during renewal cycles • Executive Relationship Management: Build high-level advocacy within customer organizations through persuasive storytelling and data-driven presentations that align UJET’s value proposition with the customer’s strategic vision. • Monetized Adoption: Guide customers to increase adoption of specific features and modules that correlate with higher customer lifetime value (LTV) and lower churn. • Strategic Best Practices: Educate customers on industry-specific best practices that encourage deeper integration of the solution into their tech stack, making the product "sticky." • Customer-Centric Feedback Loop: Collect and synthesize customer feedback for Product and Engineering teams to ensure the roadmap supports features that drive marketability and upsell potential. • Cross-Functional Sales Partnership: Collaborate regularly with Sales, Marketing, Product and Executive teams to lead initiatives that benefit the wider organization and improve the "land and expand" strategy. • Resolution for Retention: Manage and advocate for complex technical escalations, ensuring a resolution that protects the commercial relationship and respects internal processes. • Cadence & Priority Alignment: Maintain a consistent cadence with customers to ensure UJET remains their primary partner for achieving short-term wins and long-term strategic objectives.

• Lead a newly formed Platform & Developer Experience organization, composed of senior engineers from across the company. • Set the technical and product direction, remove friction, and deliver platform services and developer tooling that measurably accelerate engineering velocity and reliability. • Deliver highly scalable, performant, and resilient services used across the org; own infrastructure-related code, an internal chat/voice application, monitoring, and performance optimization. • Provide exceptional internal tooling to accelerate engineering velocity: developer environments, AI automation, frameworks and tools, and testing infrastructure.

• Own pipeline generation through consistent, high-volume outbound activity, including cold calling, personalized email, video outreach, and social selling. • Identify and penetrate target enterprise accounts, engaging executive-level stakeholders and technical buyers. • Build and advance opportunities without reliance on inbound or marketing-generated demand. • Manage the full sales lifecycle—from cold outreach and discovery through solution alignment, negotiation, and close. • Lead value-based conversations centered on UJET’s AI-driven capabilities, including automation, real-time insights, and modern cloud communications. • Navigate complex buying committees and long sales cycles with confidence and precision. • Consistently meet and exceed quarterly and annual revenue targets. • Maintain accurate pipeline hygiene and forecasting in Salesforce, delivering predictable results and forecast accuracy within ±10%. • Leverage modern sales engagement tools (e.g., Outreach, Salesloft) to run structured, multi-channel outbound cadences. • Use data, experimentation, and feedback loops to continuously optimize outreach effectiveness. • Collaborate with UJET’s Channel and Partner teams to unlock new entry points, accelerate deals, and expand account reach when applicable.

• Lead IT automation initiatives across identity, cloud access, endpoint management, and SaaS tooling • Design, implement, and maintain Okta configurations and integrations, including SSO, MFA, lifecycle management, and app provisioning • Build and maintain automated joiner/mover/leaver workflows integrating Okta, HRIS, GCP, ticketing systems, and downstream applications • Develop automation using APIs, scripts, infrastructure-as-code, workflow platforms, and emerging AI-enabled tools • Evaluate, test, and deploy new automation approaches, including AI-assisted workflows, using a thoughtful, secure, and iterative approach • Partner with Security, HR, Engineering, and Business Systems teams globally to ensure scalable, compliant solutions • Support and troubleshoot GCP-based environments, services, and identity integrations • Manage access controls, service accounts, and permissions within GCP following least-privilege principles • Provide hands-on support for identity, access, endpoint, and SaaS-related issues, from initial diagnosis through resolution • Support global onboarding, role changes, and offboarding with fast, accurate, and automated access provisioning • Identify recurring issues and proactively translate learnings into automation or system improvements • Monitor automation workflows, identity systems, and cloud access processes for reliability, performance, and security • Maintain clear, globally accessible documentation for systems, workflows, and troubleshooting • Continuously improve IT processes by testing assumptions, validating outcomes, and refining solutions over time • Act as a technical advisor on identity, automation, cloud access, and modern IT practices • Share knowledge and best practices to strengthen IT capability across the organization

• Build and lead a new SRE team, including hiring, onboarding, and career development • Define and implement SRE best practices: SLIs/SLOs, error budgets, incident management, on-call models, and postmortems • Establish clear operational ownership between SRE and product engineering teams • Drive reliability as a feature, balancing velocity and stability with data—not vibes • Reduce toil through automation and self-service platforms • Design and evolve incident response, escalation, and learning loops (no blame, lots of learning) • Partner with engineering leaders to influence architecture, capacity planning, and launch readiness • Own reliability metrics and communicate risk and performance clearly to technical and executive audiences