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Wiz is a rapidly growing cloud and AI security platform trusted by over 65% of the Fortune 100. The company recently became part of Google, combining its capabilities with Google's Threat Intelligence and Security Operations.
As a Technical Escalation & Incident Response Engineer, you will own complex technical escalations and drive product incident response. You will serve as the primary technical bridge between customer-facing teams, Product, and R&D, identifying systemic risks early and maintaining alignment between regulated (FedRAMP/IL4) and commercial environments.
Key responsibilities include:
- Triaging and owning complex escalations from intake through resolution, including technical investigation, impact assessment, routing, documentation, and stakeholder communication
- Identifying recurring patterns and potential incidents, assessing blast radius, tracking affected customers, and providing Product Incident Response with clear evidence and recommendations
- Partnering with the Business & Systems Resilience team during incidents affecting federal agencies, supporting agency notifications, technical updates, root cause analyses, and corrective actions
- Maintaining alignment between commercial and FedRAMP/IL4 environments, tracking features, fixes, configurations, and processes while meeting compliance requirements
- Owning documentation, troubleshooting guidance, and runbooks; improving escalation processes, severity criteria, and operational metrics
- Building compliant AI-assisted tools and automation for escalation intake, investigation, classification, routing, correlation, summarization, and trend detection
- Building monitoring and scheduled checks that surface degradation and silent failures before customers report them
- Running back-office operations including tenant provisioning, licensing, entitlements, access changes, and configuration updates with full audit trails
Requirements:
- Bachelor's degree in Engineering, Computer Science, or related field, or equivalent practical experience
- 5+ years of experience in technical escalations, production support, SRE, incident response, or similar technical role
- Hands-on experience troubleshooting cloud infrastructure, APIs, networking, authentication, data pipelines, and distributed systems by analyzing logs, traces, and 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 ability to drive unfamiliar and complex issues to resolution
- Strong written and verbal communication skills with 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 other regulated government environments including authorization boundaries, continuous monitoring, and controlled data handling
