Escalation and Incident Engineer

About this role

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. 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.