Bachelor's degree in Engineering, Computer Science, or related field, or equivalent experience.
5 years in technical escalations, production support, SRE, incident response, or similar roles.
Hands-on troubleshooting of cloud infrastructure, APIs, networking, and distributed systems.
Experience designing tools or systems for operational processes using scripting and automation.
Strong ownership and technical judgment to resolve complex issues.
Excellent communication skills for explaining technical findings to diverse audiences.
Responsibilities
Triage and manage complex escalations from intake to resolution, including investigation and documentation.
Identify patterns in incidents, assess impact, and provide clear evidence and recommendations for Product Incident Response.
Collaborate with the Business & Systems Resilience team during federal agency incidents, supporting notifications and root cause analyses.
Ensure alignment between commercial and FedRAMP/IL4 environments, tracking compliance and data-separation requirements.
Document troubleshooting guidance and improve escalation processes and operational metrics.
Develop AI-assisted tools for escalation management and incident classification.
Implement monitoring systems to detect issues before customer reports.
Benefits
Opportunity to work in a dynamic, regulated environment with federal agencies.
Access to cutting-edge technology and tools, including AI-assisted workflows.
Collaborative work culture with cross-functional teams.
Professional development opportunities in cloud security and incident management.
Full Job Description
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.
About Wiz
Wiz is a cybersecurity company that provides cloud security solutions to protect enterprise assets. The company's platform provides visibility into cloud infrastructure, detects misconfigurations, and provides remediation recommendations. Wiz was founded in 2020 by a group of former Microsoft executives and cybersecurity experts. The company has raised over $100 million in funding and has partnerships with major cloud providers such as AWS, Azure, and Google Cloud.
