Escalation and Incident Engineer

NiCE; Düsseldorf; Híbrido; EUR 70.000 - 100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

NICE-FLEX Hybrid Model

Descripción de la vacante

NiCE is seeking an Incident & Escalation Engineer to lead the response to high-impact incidents, coordinating between engineering, support, and operations. The role focuses on rapid investigation, transparent communication, and driving timely restoration across global customers.

You will chair bridge calls, manage escalations, and contribute to post-incident reviews, while helping improve playbooks and workflows in a fast-paced, hybrid work model.

Formación

• 2–5 years in a role such as Technical Support Engineering (L3/L4) or Escalation Engineering
• Production Operations within a SaaS or enterprise environment
• Experience managing customer-impacting incidents in production
• Ability to coordinate cross-functional teams to resolve complex technical issues
• Familiarity with cloud platforms, distributed systems, and incident tooling
• Experience working with Support, Customer Success, or Account Management

Responsabilidades

• Lead production incident coordination across engineering, infrastructure, and operations teams for rapid investigation and recovery
• Manage high-impact customer escalations with appropriate internal visibility and prioritisation
• Facilitate cross-team communication to remove blockers and maintain resolution momentum
• Chair incident bridge calls during major service disruptions
• Provide structured, timely communication to customer-facing teams throughout incidents and escalations
• Track issues to completion with accountability across responsible teams
• Contribute to post-incident reviews and root cause analysis
• Help refine escalation workflows, incident playbooks, and operational procedures

Conocimientos

Tech Support Eng

Escalation Mgmt

Cross-functional coordination

Cloud platforms

Incident tooling

Customer facing

Descripción del empleo

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

The Incident & Escalation Engineer exists to ensure customer-impacting incidents and operational escalations are resolved with urgency, transparency, and accountability. The role serves as the central coordination point between engineering, operational, and customer-facing teams during high-impact technical events. It exists to protect customer confidence and service reliability at scale, operating within a global follow-the-sun model with on-call participation for critical incidents.

Requirements

• 2–5 years in a relevant role such as Technical Support Engineering (L3/L4), Escalation Engineering, Incident Management, or
• Production Operations within a SaaS or enterprise environment
• Demonstrated experience managing customer-impacting incidents or escalations in production
• Proven ability to coordinate cross-functional teams to resolve complex technical issues
• Familiarity with cloud-based platforms, distributed systems, and incident management tooling
• Experience working alongside customer-facing functions such as Support, Customer Success, or Account Management

Key Responsibilities

• Lead coordination of production incidents, bringing together the right engineering, infrastructure, and operational teams for rapid investigation and recovery
• Manage high-impact customer escalations, ensuring appropriate internal visibility, prioritisation, and progress
• Facilitate cross-team communication to remove blockers and maintain resolution momentum
• Establish and chair incident bridge calls during major service disruptions
• Provide structured, timely communication to customer-facing teams throughout incidents and escalations
• Track issues to completion, maintaining accountability across responsible teams
• Contribute to post-incident reviews and root cause analysis
• Help refine escalation workflows, incident playbooks, and operational procedures

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

About Cognigy

NiCE Cognigy delivers AI that works—fast, human, and enterprise-ready. As the leading AI-first CX platform built for real-world scale, we combine Generative and Conversational AI through orchestration, tools, and enterprise systems to power Agentic AI. Backed by global CX leader NiCE, we empower brands with AI Agents that redefine customer experiences and achieve measurable ROI—instantly, across every channel and in 100+ languages.

About NiCE

NICELtd. (NASDAQ: NICE)software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,fight financial crimeand ensure public safety.Every day, NiCE software managesmore than120 million customer interactions and monitors3+billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.