Canada•United States
Remote
Senior
Full Time
17 days ago
💰$ 107,200 - $ 134,000
remoteescalation_managementincident_managementcloudSaaSsenior_rolementorshipcustomer_communication
Requirements
- •6+ years experience in escalation & incident management, SRE, or production operations in cloud/SaaS environment
- •Proven experience leading high-severity incident response in complex distributed systems
- •Experience working in 24/7 on-call or escalation environments
- •Familiarity with compliance or security incident response
- •Experience building or scaling incident management programs
- •Strong understanding of cloud platforms (AWS, GCP, Azure) and observability tools (logs, metrics, tracing)
- •Exceptional communication skills and ability to remain calm under pressure
- •Experience influencing cross-functional teams without direct authority
- •Ability to communicate effectively with technical teams and executive stakeholders
- •Strong focus on process improvement and operational rigor
- •Data-driven approach to identifying trends and driving improvements
What You'll Do
- •Own the escalation lifecycle from intake to resolution ensuring cases are triaged accurately, prioritized, assigned, and driven to closure
- •Maintain hands-on involvement in critical escalations providing guidance and managing stakeholder communication
- •Mentor and support a global team of Support Leaders and Engineers
- •Set expectations for case quality, handling, and customer communication standards
- •Coordinate and train cross-functional teams to triage, mitigate, and resolve escalations and incidents
- •Serve as primary contact for enterprise customers and internal stakeholders during high-severity escalations and incidents
- •Craft and deliver clear written and verbal updates
- •Manage expectations and escalate urgency internally when needed
- •Build strong relationships with Engineering and Product teams to ensure timely attention and prioritization of escalated issues
- •Advocate for customer-impacting bugs and systemic issues in planning conversations
- •Establish feedback loops translating escalation patterns into product and reliability improvements
- •Define and maintain escalation/incident criteria, process flow, SLA/SLO commitments, and communication protocols
- •Ensure playbooks are current and refined after major incidents
- •Partner with Product and Engineering to produce post-incident root cause analysis documentation
- •Own KPIs reflecting escalation and incident team performance and report regularly with trend analysis and recommendations
- •Synthesize escalation data and customer feedback into insights for Product, Engineering, and Customer Success
- •Identify recurring themes indicating systemic issues and champion resolution
Benefits
- •Freedom and flexibility to fit work around life
- •Designated quarterly Whaleness Days plus end of year Whaleness break
- •Home office setup
- •16 weeks of paid parental leave
- •Technology stipend equivalent to $100 net/month
- •PTO plan encouraging time off
- •Training stipend for conferences, courses and classes
- •Equity in the company
- •Docker swag
- •Medical benefits, retirement and holidays vary by country
- •Remote-first culture with offices in Seattle and Paris
About Docker
Docker’s platform helps millions of developers efficiently and collaboratively build, share, and run applications.
Palo Alto, CA
500 - 1000
Developer Tools