Technical Escalation & 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

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.