Escalation and Incident Engineer

Location: Düsseldorf, Germany; hybrid work with 2 days in the office and 3 days remote each week

Company

hirify.global is a global enterprise software company delivering AI-first customer experience, cloud, and digital solutions to more than 25,000 businesses across 30+ countries.

What you will do

• Coordinate production incidents by bringing together engineering, infrastructure, and operations teams for rapid investigation and recovery.
• Manage high-impact customer escalations, ensuring internal visibility, prioritization, and steady progress.
• Facilitate cross-functional communication, remove blockers, and maintain accountability through resolution.
• Establish and chair incident bridge calls during major service disruptions.
• Provide timely, structured updates to customer-facing teams throughout incidents and escalations.
• Contribute to post-incident reviews, root cause analysis, escalation workflows, playbooks, and operational procedures.

Requirements

• 2–5 years of experience in Technical Support Engineering, Escalation Engineering, Incident Management, or Production Operations within a SaaS or enterprise environment.
• Experience managing customer-impacting incidents or escalations in production.
• Ability to coordinate cross-functional teams in resolving complex technical issues.
• Familiarity with cloud-based platforms, distributed systems, and incident management tooling.
• Experience working with Support, Customer Success, Account Management, or other customer-facing functions.
• Participation in on-call coverage for critical incidents within a global follow-the-sun operating model.

Culture & Benefits

• Hybrid hirify.global-FLEX model combining office collaboration with remote work.
• Global, fast-paced, collaborative, and creative working environment.
• Opportunities for learning, growth, and internal career development across roles, disciplines, domains, and locations.
• Work on AI, cloud, and digital products used by global enterprises.