Escalation and Incident Engineer

Overview

Escalation and Incident Engineer coordinating the resolution of customer-impacting incidents and operational escalations with urgency, transparency, and accountability.

What you'll do

• Lead coordination of production incidents across engineering, infrastructure, and operational teams for rapid investigation and recovery.
• Manage high-impact customer escalations with internal visibility, prioritisation, and progress tracking.
• Facilitate cross-team communication to remove blockers and maintain resolution momentum.
• Chair incident bridge calls during major service disruptions.
• Provide structured, timely communication to customer-facing teams during incidents and escalations.
• Track issues to completion and contribute to post-incident reviews and root cause analysis.

What you'll need

• 2–5 years in a relevant role such as Technical Support Engineering (L3/L4), Escalation Engineering, Incident Management, or Production Operations in 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.

Details

• Location: Düsseldorf, Germany.
• Work model: NICE-FLEX hybrid (2 days office, 3 days remote each week).