Technical Escalation & Incident Response Engineer

Gem; New York (NY); On-site; USD 130,000 - 180,000; Full time

Job summary

Wiz in New York seeks a Technical Escalation & Incident Response Engineer to own complex technical escalations and drive Product Incident Response. You will bridge customer-facing, Product, and R&D teams to identify systemic risks and keep regulated and commercial environments in sync.

You will triage escalations, analyze incidents, assess blast radius, and coordinate with teams during incidents affecting Federal agencies, while building compliant AI-assisted tools, runbooks, and proactive

Qualifications

• Bachelor’s degree in engineering, computer science, or related field.
• 5 years in technical escalations, production support, SRE, or incident response.
• Hands-on troubleshooting of cloud infrastructure, APIs, networking, and data pipelines.
• Experience designing tools that support operational processes with scripting and automation.
• Strong ownership, judgment, and communication skills.

Responsibilities

• Triage and own complex escalations from intake through resolution.
• Identify recurring patterns, assess blast radius, and document actions.
• Partner with teams during incidents affecting regulated environments.
• Keep commercial and regulated environments aligned with compliance requirements.
• Own run books, escalation processes, and operational metrics.
• Build AI-assisted tools for escalation intake, investigation, and routing.
• Create monitoring checks to surface degradation before customers notice.
• Run back-office operations with full audit trails.

Skills

Technical escalation

Troubleshooting logs

Automation tooling

Incident response

Communication

Education

Bachelor’s degree in engineering/computer science

Tools

Logging tools

Automation scripts

AI-assisted workflows

Job description

Come join the organization that is redefining security for the AI era. As one of the fastest-growing startups ever, we enable teams to secure cloud and AI applications by connecting code, cloud, and runtime into a single shared context. Trusted by security teams all over the world, we have a proven track record of success and a culture that values world-class talent. Not to mention, we’re now powered by Google, meaning we offer our customers an AI-powered platform that harnesses Google’s Threat Intelligence and Security Operations to better detect, prevent, and respond to threats across all environments, allowing for further innovation.

Our Wizards from all over the globe work together to protect the infrastructure of our customers, including over 65% of the Fortune 100, who trust us to scan and secure over 230 billion files daily. We’re honored to be a leading player in a massive and growing market, and we continue to look for exceptional Wizards who are eager to make a significant impact on our team. At Wiz, you’ll have the freedom to think creatively, dream big, and use your full range of skills to contribute to our momentous growth. Come join our team and help us create secure cloud environments that allow even the best companies to move faster, all while having some fun!

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.

Applicants must have the legal right to work in the country where the position is based, without the need for visa sponsorship. This role does not offer visa sponsorship.

Wiz is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

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