Escalation and Incident Engineer @NICE

Overview

The Incident & Escalation Engineer at NICE focuses on ensuring that customer-impacting incidents and operational escalations are resolved with urgency and accountability. The role coordinates between engineering, operational, and customer-facing teams during significant technical events, aiming to maintain customer confidence and service reliability.

Key Responsibilities

• Lead coordination of production incidents, involving the necessary engineering, infrastructure, and operational teams for quick investigation and recovery.
• Manage high-impact customer escalations, ensuring proper internal visibility, prioritization, and progress tracking.
• Facilitate communication across teams to address blockers and sustain resolution momentum.
• Establish and chair incident bridge calls during major service disruptions.
• Communicate structured and timely updates to customer-facing teams during incidents and escalations.
• Track issues to completion while maintaining accountability across responsible teams.
• Contribute to post-incident reviews and root cause analyses.
• Help refine escalation workflows, incident playbooks, and operational procedures.

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.
• Experience managing customer-impacting incidents or escalations in a production environment.
• Proven ability to coordinate cross-functional teams to resolve complex technical issues.
• Familiarity with cloud-based platforms, distributed systems, and incident management tools.
• Experience working with customer-facing teams such as Support, Customer Success, or Account Management.

Benefits

NICE offers a flexible working model where employees can work 2 days from the office and 3 days remotely each week, fostering innovation and collaboration.

Location

Remote position within Germany, following the NICE-FLEX model.

How to Apply

Please submit your application through the NICE careers page.