Escalation and Incident Engineer

Kurz zusammengefasst

The role of an Escalation and Incident Engineer at NiCE involves ensuring that customer-impacting incidents and operational escalations are resolved promptly, transparently, and with accountability. NiCE is a global company known for its AI and cloud solutions, delivering software products used by over 25,000 businesses worldwide. The company is recognized for its innovation in AI, cloud, and digital technologies, and it empowers brands with AI Agents that enhance customer experiences and achieve measurable ROI. The main day-to-day responsibilities include leading the coordination of production incidents, managing high-impact customer escalations, and facilitating cross-team communication to resolve issues quickly. The role also involves establishing and chairing incident bridge calls during major service disruptions, providing timely communication to customer-facing teams, and tracking issues to completion. Additionally, the engineer will contribute to post-incident reviews, root cause analysis, and refining escalation workflows and operational procedures. To qualify for this role, candidates must have 2–5 years of experience in a relevant position such as Technical Support Engineering, Escalation Engineering, or Incident Management within a SaaS or enterprise environment. They should have demonstrated experience managing customer-impacting incidents or escalations in production and a proven ability to coordinate cross-functional teams to resolve complex technical issues. Familiarity with cloud-based platforms, distributed systems, and incident management tooling is also required, as is experience working alongside customer-facing functions. Nice-to-have skills include a collaborative and creative mindset, as the role offers a fast-paced, innovative environment. The company operates on a hybrid model called NICE-FLEX, which allows for 2 days of office work and 3 days of remote work per week. This model fosters a vibrant, interactive atmosphere and encourages teamwork and collaborative thinking. What the role asks for: - 2–5 years in a relevant role such as Technical Support Engineering, 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.