Scrum Master

Who We Are

Hakimo’s AI-powered security agent delivers real-time threat detection, proactive deterrence, and seamless monitoring to safeguard businesses around the clock.

Hakimo was founded with a bold vision: to bring cybersecurity-grade intelligence to physical security.

Our mission is to revolutionize the security industry with AI-powered monitoring tools and services, creating a future where security is proactive, intelligent, and seamlessly integrated—eliminating threats before they escalate and ensuring complete end-to-end protection for businesses everywhere.

About the Role

Hakimo is seeking a Scrum Master to drive operational excellence, sprint execution, and process efficiency across our Customer Engineering and technical operations teams. In this role, you will work directly at the intersection of customer experience, ticket flow management, and product engineering escalations. You will facilitate Agile/Kanban ceremonies for Customer Engineering, monitor critical operational metrics (SLAs, MTTR, ticket throughput), and streamline the release of patches, bug fixes, and customer-requested enhancements.

We are looking for individuals who can match our fast-paced environment and learn quickly! You will join a team of highly motivated individuals delivering impactful results for the company using the latest cutting-edge computer vision AI technology.

What You'll Do

• Lead daily standups, sprint planning, backlog grooming, and retrospectives for the Customer Support Engineering team.
• Manage Scrum and Kanban workflows to balance incoming customer escalations with planned engineering patches and bug fixes.
• Track and report key operational metrics including MTTR, SLA compliance, ticket turnaround time, and escalation bottlenecks.
• Unblock CSEs, resolve operational impediments, and coach the team on ticket hygiene, workload estimation, and self-organization.
• Serve as the primary operational link between Customer Support Engineers, Product Management, Core AI teams, and US stakeholders.
• Oversee issue tracking for Root Cause Analysis (RCA), short-term fixes, and long-term product resolution releases.
• Ticket Creation for Customer Asks, Support Asks and Follow Ups for timely closure.

What You'll Bring

• 3 - 6 years of overall experience with 2+ years as a Scrum Master, Agile Facilitator, or Operations Coordinator in a SaaS/Tech environment.
• Solid understanding of customer engineering workflows, escalation paths, SLAs, and ITIL support frameworks.
• Advanced hands-on proficiency with Jira, Jira Service Management (JSM), Zendesk, and reporting dashboards.
• Strong cross-functional coordination and communication skills to work closely with US-based teams on a daily basis.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• Certified ScrumMaster (CSM), PSM I, or Kanban certifications are a plus.

Benefits

• Competitive salary and equity options
• Health plans similar to large SaaS companies
• Flexible work arrangements
• Opportunities for learning, growth, and professional development

How To Apply

Please mention the job title and your name in the subject line and submit your resume to careers@hakimo.ai

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