Lead Technical Escalations & Incident Response Engineer

Wizinc; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Wizinc is seeking a senior technical escalation lead to own complex incidents across commercial and regulated environments. You will connect customer-facing teams with product and engineering, drive investigation, and provide evidence-backed recommendations.

This role emphasizes governance, data separation, and regulated compliance. You will develop playbooks, automate intake and triage workflows with AI-assisted tools, and lead root-cause analyses for high-impact incidents affecting government

Qualifications

• Bachelor's degree in engineering, computer science, or related discipline or equivalent experience.
• 5+ years in technical escalations, production support, site reliability, incident response, or similar roles.
• Troubleshooting across cloud infrastructure, APIs, networking, authentication, data pipelines, and distributed systems.

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 provide evidence-based recommendations to incident teams.
• Support response to incidents affecting government agencies, including technical updates, impact information, root-cause analysis, and corrective actions.
• Track features, fixes, configurations, and processes across commercial and regulated environments with compliance and data-separation in mind.
• 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, including audited provisioning, licensing, access, and configuration changes.

Skills

Technical escalations

Incident response

Production support

Site reliability

Cloud infrastructure

APIs

Automation / scripting

Communication

Education

Bachelor's degree in engineering or computer science

Tools

APIs

Automation tooling

Job description

Wizinc is seeking a senior technical escalation lead to own complex incidents across commercial and regulated environments. You will connect customer-facing teams with product and engineering, drive investigation, and provide evidence-backed recommendations.

This role emphasizes governance, data separation, and regulated compliance. You will develop playbooks, automate intake and triage workflows with AI-assisted tools, and lead root-cause analyses for high-impact incidents affecting government