Technical Escalation & Incident Response Engineer

Job Description

• Own complex technical escalations and Product Incident Response from intake through resolution, including investigation, impact assessment, routing, documentation, communication, and follow-up.
• Troubleshoot cloud infrastructure, APIs, networking, authentication, data pipelines, and distributed systems using logs, traces, and diagnostic data.
• Partner with Product, R&D, customer-facing teams, and Business & Systems Resilience during incidents, including federal-agency incidents requiring impact assessments, notifications, root-cause analyses, and corrective actions.
• Maintain alignment between commercial and FedRAMP/IL4 environments while meeting compliance and data-separation requirements.
• Build AI-assisted automation, monitoring, scheduled checks, run books, and operational processes for triage, investigation, correlation, summarization, trend detection, and failure prevention.
• Requires a bachelor's degree or equivalent practical experience, 5 years of relevant experience, strong technical judgment and communication skills, and legal authorization to work without visa sponsorship.