Escalation and Incident Engineer

 

So, what’s the role all about?

The Incident & Escalation Engineer exists to ensure customer-impacting incidents and operational escalations are resolved with urgency, transparency, and accountability. The role serves as the central coordination point between engineering, operational, and customer-facing teams during high-impact technical events. It exists to protect customer confidence and service reliability at scale, operating within a global follow-the-sun model with on-call participation for critical incidents.

Requirements 

• 2–5 years in a relevant role such as Technical Support Engineering (L3/L4), Escalation Engineering, Incident Management, or
• Production Operations within a SaaS or enterprise environment
• Demonstrated experience managing customer-impacting incidents or escalations in production
• Proven ability to coordinate cross-functional teams to resolve complex technical issues
• Familiarity with cloud-based platforms, distributed systems, and incident management tooling
• Experience working alongside customer-facing functions such as Support, Customer Success, or Account Management

 

Key Responsibilities 

• Lead coordination of production incidents, bringing together the right engineering, infrastructure, and operational teams for rapid
• investigation and recovery
• Manage high-impact customer escalations, ensuring appropriate internal visibility, prioritisation, and progress
• Facilitate cross-team communication to remove blockers and maintain resolution momentum
• Establish and chair incident bridge calls during major service disruptions
• Provide structured, timely communication to customer-facing teams throughout incidents and escalations
• Track issues to completion, maintaining accountability across responsible teams
• Contribute to post-incident reviews and root cause analysis
• Help refine escalation workflows, incident playbooks, and operational procedures

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

About Cognigy

NiCE Cognigy delivers AI that works—fast, human, and enterprise-ready. As the leading AI-first CX platform built for real-world scale, we combine Generative and Conversational AI through orchestration, tools, and enterprise systems to power Agentic AI. Backed by global CX leader NiCE, we empower brands with AI Agents that redefine customer experiences and achieve measurable ROI—instantly, across every channel and in 100+ languages.