Technical Escalation & Incident Response Engineer
Core
Own complex technical escalations and drive Product Incident Response for cloud and AI security customers, acting as the primary technical bridge between product, R&D, and business resilience teams.
Role type
Senior IC Technical Escalation & Incident Response Engineer
Builds
AI-assisted tools and automation for escalation intake, investigation, classification, routing, correlation, summarization, and trend detection; monitoring and scheduled checks for degradation and silent failures.
Domain
Cloud Security / Cybersecurity / AI Security Operations
Deliverable
production ML models
Required skills
Troubleshooting cloud infrastructure, APIs, networking, authentication, data pipelines, distributed systems; Analyzing logs, traces, and diagnostic data; Designing and building tools/systems using scripting, APIs, automation, and AI workflows; Incident management (severity assessment, blast-radius analysis, mitigation, recovery validation, post-incident reviews); Technical investigation and triage; Documentation and runbook creation.
Preferred skills
Cloud security products or cybersecurity experience; Building AI-based tools for technical investigation, triage, routing, summarization, or trend detection; FedRAMP, DoD IL4, or regulated government environment experience.
Technologies
Cloud infrastructure, APIs, networking, authentication, data pipelines, distributed systems, logs, traces, AI workflows, scripting, automation.
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; 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; 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.
Seniority
Senior, hands-on IC
