Minimum qualifications
- Bachelor’s degree in Engineering, Computer Science, a related field, or equivalent practical experience.
- 5 years experience in technical escalations, production support, SRE, incident response, or a similar technical role.
- Hands-on experience troubleshooting cloud infrastructure, APIs, networking, authentication, data pipelines, and distributed systems by analyzing logs, traces, and other diagnostic data.
- Experience designing and building tools or systems that support operational processes, using scripting, APIs, automation, and AI assisted workflows.
- Strong ownership, technical judgment, and the ability to drive unfamiliar and complex issues to resolution.
- Strong written and verbal communication skills, with the ability to explain technical findings to different audiences.
Preferred qualifications
- Experience with cloud security products or cybersecurity.
- Familiarity with incident management, including severity assessment, blast-radius analysis, mitigation, recovery validation, and post-incident reviews.
- Experience building AI-based tools for technical investigation, triage, routing, summarization, or trend detection.
- Experience with FedRAMP, DoD IL4, or another regulated government environment, including authorization boundaries, continuous monitoring, and controlled data handling.
About the job
As a Technical Escalation & Incident Response Engineer, you will own complex technical escalations and drive Product Incident Response. Serving as the primary technical bridge between customer-facing, Product and R&D teams, you will identify systemic risks early and keep regulated and commercial environments in sync. You will also partner with the Business & Systems Resilience team during incidents affecting federal agencies, providing the technical context needed for impact assessments, agency communications, incident reporting, and corrective actions..
Responsibilities
- Triage and own complex escalations from intake through resolution, including technical investigation, impact assessment, routing, documentation, stakeholder communication, and follow-up.
- Identify recurring patterns and potential incidents, assess blast radius, track affected customers, and provide Product Incident Response with clear evidence and recommended next steps.
- Where eligible, partner with the Business & Systems Resilience team during incidents affecting federal agencies, supporting agency notifications, technical updates, root cause analyses, lessons learned, and corrective actions through closure.
- Help keep the commercial and FedRAMP/IL4 environments aligned, tracking features, fixes, configurations, and processes while meeting compliance and data-separation requirements.
- Own the documentation, troubleshooting guidance, and run books that come out of your work, and improve escalation processes, severity criteria, field enablement, and operational metrics.
- Build compliant AI-assisted tools and automation for escalation intake, investigation, classification, routing, correlation, summarization, and trend detection.
- Build monitoring and scheduled checks that surface degradation and silent failures before customers report them.
- Run back-office operations, including tenant provisioning, licensing and entitlements, access changes, and configuration updates, safely and with a full audit trail.