We are seeking an Incident Response Engineer to serve as a key member of our Customer Assurance and Incident Response team. This individual contributor role is responsible for coordinating the resolution of high-impact incidents across our managed cloud services. The ideal candidate has a strong understanding of cloud technologies, excels in communication during high-pressure situations, and is committed to improving incident response processes. This role is essential to protecting customer trust, minimizing business disruption, and driving accountability across technical teams.
Key Responsibilities:
Incident Lifecycle Management
- Own and drive resolution of major incidents from detection through closure.
- Log, categorize, and prioritize incidents based on impact and urgency.
- Act as the central point of coordination for all critical incidents, ensuring rapid engagement and resolution.
- Lead technical bridges (live war rooms), engaging engineering teams and third-party vendors as needed.
Stakeholder Communication
- Provide timely and transparent updates to internal stakeholders and customers during active incidents.
- Coordinate executive-level summaries for prolonged or high-severity events.
- Translate technical details into clear business impact summaries for non-technical audiences.
Post-Incident Review and Process Improvement
- Facilitate post-incident reviews (PIRs), identifying root causes and recommending corrective actions.
- Collaborate with engineering and support teams to implement preventive measures.
- Maintain and enhance documentation, runbooks, and incident response workflows.
Monitoring, Metrics, and Risk Mitigation
- Analyze incident trends to identify systemic issues and potential risks.
- Track and report on key incident metrics such as Mean Time to Resolution (MTTR) and SLA adherence.
- Support the continuous improvement of the incident response playbook and escalation processes.
Qualifications:
Required
- Bachelor's degree in related discipline and 2 years in an incident response, NOC/SOC escalation, or service delivery role. The right candidate could also have a different combination, such as 6+ years' experience.
- Experience working within an ITIL or structured IT service management framework.
- Knowledge of cloud platforms (such as Azure, AWS, or GCP).
- Experience using monitoring and incident management tools (ServiceNow, PagerDuty, Opsgenie, Datadog, etc.).
Preferred
- Experience in a cloud services, SaaS, or managed service provider (MSP) environment.
- ITIL v3 or v4 Foundation certification (or higher).
- Familiarity with enterprise support processes and high-availability systems.
- Exposure to information security incident response is a plus.
Compensation:
Compensation includes a base salary of $0.00 - $0.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
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What the Team is Saying
What We Do
For well over a century, Cox Enterprises has been shaping the future with daring ideas and values-driven thinking.
Since our founding in 1898, our relentless spirit of innovation has driven us to disrupt industries and enhance the quality of life in the communities we serve. Through our major divisions — Cox Communications, Cox Automotive and Cox Farms — our people have countless opportunities to grow and make an impact in the communications and automotive industries, as well as in new ventures in agriculture, cleantech, digital media and more.
As a privately-held, family-owned business, we know that people are our most valuable asset. We offer a supportive and inclusive environment with flexible career growth, amazing benefits and work-life balance at the forefront.
Our mission, our ways of working and our commitment to people are what make our workplace culture remarkably flexible and resilient. Join us to build a better future and make your mark.
Why Work With Us
At our core, Cox is a technology company that values human relationships. We know people feel most empowered when their work has meaning, when they feel respected and have opportunities to grow. “Career satisfaction” is not enough at Cox — we’re here to help you find balance, live well and achieve your career goals even as they change over time.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Every person has different working styles and preferences — and we aim to empower teams to work where they are most comfortable. Some roles require in-person work, but for those that can be performed remotely, we offer flexibility.
