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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing technical escalations and incident response, with a strong focus on compliance and operational processes. Proficient in troubleshooting cloud infrastructure and building AI-assisted tools for effective incident management.
Highest-signal resume keywords
Technical Escalations ManagementCloud Infrastructure TroubleshootingIncident ResponseAI-Assisted Tool DevelopmentFedRAMP Compliance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Cloud InfrastructureAPIsNetworkingAuthenticationData PipelinesDistributed SystemsScriptingAutomationTechnical InvestigationImpact Assessment
Soft Skills
Strong OwnershipTechnical JudgmentWritten CommunicationVerbal Communication
Tools & Technologies
Monitoring ToolsDiagnostic ToolsAutomation ToolsIncident Management Systems
Industry Keywords
FedRAMPDoD IL4Regulated Government EnvironmentContinuous MonitoringControlled Data Handling
Tech Stack
Tools & technologiesCloudCyber SecurityDistributed Systems
About the role
Key responsibilities & impact- Own complex technical escalations and drive Product Incident Response
- Serve as the primary technical bridge between customer-facing, Product, and R&D teams
- Identify systemic risks early and keep regulated and commercial environments in sync
- Partner with the Business & Systems Resilience team during incidents affecting federal agencies
- Triage and own complex escalations from intake through resolution, including technical investigation, impact assessment, routing, documentation, stakeholder communication, and follow-up
- Identify recurring patterns and potential incidents, assess blast radius, track affected customers, and provide Product Incident Response with evidence and recommended next steps
- Support agency notifications, technical updates, root cause analyses, lessons learned, and corrective actions through closure where eligible
- Keep commercial and FedRAMP/IL4 environments aligned while meeting compliance and data-separation requirements
- Own documentation, troubleshooting guidance, and runbooks; improve escalation processes, severity criteria, field enablement, and operational metrics
- Build compliant AI-assisted tools and automation for escalation intake, investigation, classification, routing, correlation, summarization, and trend detection
- Build monitoring and scheduled checks to surface degradation and silent failures
- Run back-office operations including tenant provisioning, licensing and entitlements, access changes, and configuration updates with a full audit trail
Requirements
What you’ll need- Bachelor’s degree in Engineering, Computer Science, a related field, or equivalent practical experience
- 5 years experience in technical escalations, production support, SRE, incident response, or a similar technical role
- Hands-on experience troubleshooting cloud infrastructure, APIs, networking, authentication, data pipelines, and distributed systems by analyzing logs, traces, and other 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 the ability to drive unfamiliar and complex issues to resolution
- Strong written and verbal communication skills, with the ability to explain technical findings to different audiences
- Applicants must have the legal right to work in the country where the position is based without visa sponsorship
- Preferred: Experience with cloud security products or cybersecurity
- Preferred: Familiarity with incident management, including severity assessment, blast-radius analysis, mitigation, recovery validation, and post-incident reviews
- Preferred: Experience building AI-based tools for technical investigation, triage, routing, summarization, or trend detection
- Preferred: Experience with FedRAMP, DoD IL4, or another regulated government environment, including authorization boundaries, continuous monitoring, and controlled data handling