Technical Escalation & Incident Response Engineer

Role overview Take ownership of complex technical escalations and help lead response to product incidents affecting commercial and regulated environments. You’ll connect customer-facing teams with product and engineering, identify wider risks from individual reports, and provide technical evidence and follow-through during incident response.

Responsibilities - Manage escalations from intake through investigation, impact assessment, routing, communication, documentation, and resolution follow-up. - Detect recurring issues, estimate affected systems and customers, and give incident teams evidence-based recommendations. - Support response to incidents affecting government agencies, including technical updates, impact information, root-cause analysis, and corrective actions where applicable. - Track features, fixes, configurations, and processes across commercial and regulated environments while respecting compliance and data-separation requirements. - Improve runbooks, troubleshooting guidance, severity criteria, operational metrics, and field enablement. - Build compliant automation and AI-assisted tools for intake, investigation, classification, correlation, routing, summaries, and trend detection. - Create monitoring and scheduled checks for degradation or failures, and handle audited provisioning, licensing, access, and configuration changes.

Requirements - Bachelor’s degree in engineering, computer science, or a related discipline, or equivalent practical experience. - Five or more years in technical escalations, production support, site reliability, incident response, or a comparable role. - Practical troubleshooting experience across cloud infrastructure, APIs, networking, authentication, data pipelines, and distributed systems using diagnostic data. - Experience building operational tools or systems with scripting, APIs, automation, or AI-assisted workflows. - Strong ownership and judgment when driving unfamiliar, complex problems to resolution. - Clear written and verbal communication for both technical and nontechnical audiences.

Nice to have - Background in cybersecurity or cloud security products. - Familiarity with incident severity, impact analysis, mitigation, recovery checks, and post-incident reviews. - Experience with AI tools for investigation or triage, or with regulated government environments such as FedRAMP or DoD IL4.

Benefits and work setup Applicants must already have the legal right to work in the country where the position is based; visa sponsorship is not available.