Life at Plume
At Plume, we believe that technology isn't about moving faster, it's about making life’s moments better. Which is why we’ve built the world's first, and only, open and hardware-independent service delivery platform for smart homes, small businesses, enterprises, and beyond. Our SaaS platform uses WiFi, advanced AI, and machine learning to create the future of connected spaces—and human experiences—at massive scale.
We now deliver services to over 60 million locations globally and have managed over 3 billion devices on our platform. We’re expanding rapidly, pioneering a new category, and we achieved our Series F funding in just four years. Our customers include many of the world's largest Internet Service Providers (ISPs) who look to Plume to help them evolve their smart home offerings while gleaning insights from their own data.
With a bias for action and a love for being trailblazers, the team at Plume embodies a combination of relentless curiosity and imaginative innovation. We challenge ourselves to think in ways that other companies don't, work to do what should be done (rather than what can), and if we can’t do it exceptionally well, we don’t do it. It’s how we've assembled a team of world-class builders, thinkers, and doers. And it’s how we’re reinventing what’s possible every day.
WHAT YOU’LL DO
- Problem identification: Proactively identify problems through trend analysis of incidents and other data sources.Reactively respond to recurring incidents or major incidents.
- Problem Logging:Ensure all problems are correctly recorded and classified in the problem management system. Maintain detailed and accurate records.
- Problem Categorization and Prioritization: Categorize and prioritize problems based on their impact and urgency.
- Problem Investigation and Diagnosis: Analyze the root cause of problems using techniques such as Root Cause Analysis (RCA), Kepner-Tregoe, or the "5 Whys." Collaborate with technical teams to identify potential solutions.
- Workarounds and Known Errors: Develop and document workarounds for unresolved problems. Maintain a Known Error Database (KEDB) to help with quicker resolution of incidents.
- Problem Resolution and Closure: Ensure appropriate actions are taken to resolve problems permanently. Confirm resolution and formally close problems once verified.
- Coordination and Communication: Liaise with Incident Management, Change Management, and other stakeholders. Communicate progress, risks, and findings to relevant parties.
- Continual Improvement: Analyze trends and identify opportunities for service improvement. Feed problem data into the Continual Service Improvement (CSI) process.
WHAT YOU’LL BRING
Professional Experience & Knowledge
- Extensive experience in Problem Management: Minimum 5+ years of hands-on experience in ITIL-based Problem Management, ideally within a SaaS or cloud-native company.
- Proven success in a similar role: Demonstrable track record of establishing and leading Problem Management functions, not just participating in them.
- Strong ITIL knowledge: In-depth understanding of ITIL best practices, particularly around Problem, Incident, and Change Management.
ITIL v3 or v4 certification required. - Analytical excellence: Advanced skills in root cause analysis, pattern/trend identification, and proactive risk mitigation.
- Technical background: Solid understanding of cloud infrastructure, WiFi technology, networking, monitoring systems, and common SaaS architecture.
- ITSM tool proficiency: Experience working with platforms like ServiceNow, Jira Service Management, BMC Remedy, or equivalent.
Personal Attributes & Soft Skills
- Strong personality with leadership presence: Able to influence across departments (without formal authority) and push for long-term solutions despite organizational or technical resistance.
- Structured and analytical thinker: Methodical, data-driven, and outcome-oriented; capable of turning complex technical issues into actionable insights.
- Effective cross-functional collaboration: Comfortable working closely with engineering, DevOps, support, product, and operations teams.
- Change agent mentality: Proactively identifies areas for improvement and drives sustainable, long-term solutions, not quick fixes.
- High-level communication skills: Able to clearly communicate problem status, impact, and solutions to both technical teams and executive (C-Level) stakeholders.
- Resilience and ownership: Self-motivated and persistent; not discouraged by obstacles or complexity. Takes full ownership of long-term problem resolution
Total Compensation package would include: anticipated base compensation range of $108,000.00 - $126,500.00 + bonus + equity + benefits. Benefits include: a 401k plan and a company match, basic life insurance plus unparalleled health, dental, vision and other benefits and perks. Please see here for more details.
An employee’s base salary and its position within the range may depend on a number of factors including job related knowledge, education, skills, experience and other business related considerations. Published ranges are provided in good faith at the time of posting.
Kindly note that this is a HYBRID position, with a requirement to work in the office 3 days a week. We’re looking for candidates who are within a commutable distance. At this time, we are unable to provide relocation assistance.
About Plume
As the creator of the only open, hardware-independent, cloud-controlled experience platform for ISPs and their subscribers, Plume partners with over 350 ISP customers, including some of the world’s largest such as Comcast, Charter, Liberty Global, and J:COM.
Using OpenSync, the most widely supported open-source, silicon-to-cloud framework for smart spaces, Plume’s software-defined network allows ISPs to decouple their service offerings from hardware and rapidly curate and deliver new services over a multi-vendor, open-platform architecture.
Backed by investors such as Insight Partners and SoftBank Vision Fund 2, Plume is now valued at $2.6B, having added over $500M in funding in 2021 alone.
Plume is an equal opportunity workplace that maintains a continuing policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified individuals without regard to race, color, creed, religion, sex, national origin, age, physical or mental disability, sexual orientation, gender identity, marital status, pregnancy, childbirth or related individual conditions, medical conditions (as defined by state law), military or veteran status, or any other characteristic protected by federal, state or local law.
