Senior Escalation & Incident Manager

DockerDocker·Remote(Canada)
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WFA Digital Insight

The demand for skilled escalation and incident managers has grown significantly in the remote job market, with companies like Docker requiring experts to handle complex customer issues. As the remote workforce expands, the need for professionals who can navigate critical incidents and prioritize customer satisfaction has increased. With millions of users relying on Docker Hub, this role is crucial in maintaining trust and ensuring seamless experiences. Candidates should be aware of the importance of strong communication skills, technical knowledge, and the ability to work under pressure. Before applying, it's essential to understand the company's commitment to innovation and customer satisfaction.

Job Description

About the Role

The Senior Escalation & Incident Manager is a critical position at Docker, responsible for handling the most complex and critical customer issues that require urgent attention. This role sits at the intersection of customer support, engineering, and product, ensuring that escalated issues and service incidents receive the necessary attention and resolution. The successful candidate will be part of a remote-first team that values innovation, collaboration, and great developer experiences. As a key member of the support team, the Senior Escalation & Incident Manager will work closely with cross-functional teams, including engineering and product, to resolve critical issues and improve the overall customer experience. This role requires strong technical knowledge, excellent communication skills, and the ability to work under pressure. The ideal candidate will have experience in managing critical incidents, leading teams, and driving process improvements. Docker is a rapidly growing company with a strong commitment to innovation and customer satisfaction. With over 20 million monthly users and 20 billion image pulls, Docker is the leading platform for building, sharing, and running applications. The company values diversity, inclusivity, and remote work, offering a unique opportunity for professionals to work with a global team and contribute to the growth of the company.

What You Will Do

  • Own the escalation lifecycle from intake to resolution, ensuring cases are triaged accurately, prioritized by business impact, and driven to closure
  • Maintain hands-on involvement in critical escalations, providing guidance, coordinating engineering resources, and managing stakeholder communication in real-time
  • Mentor, grow, and support a global team of Support Leaders and Engineers, setting clear expectations for case quality, handling, and customer communication standards
  • Partner with cross-functional teams to triage, mitigate, and resolve escalations and incidents quickly
  • Serve as a primary point of contact for enterprise customers and internal stakeholders during high-severity escalations and incidents
  • Craft and deliver clear, confident written and verbal updates, managing expectations with precision
  • Build strong working relationships with Engineering and Product to ensure escalated issues and incidents receive timely attention and appropriate prioritization
  • Advocate for customer-impacting bugs and systemic issues in roadmap and sprint planning conversations
  • Establish feedback loops that translate escalation patterns into actionable product and reliability improvements
  • Help define and maintain the escalation/incident criteria, process flow, SLA/SLO commitments, and communication protocols
  • Own the KPIs that reflect escalation and incident team performance, reporting regularly to Support and Engineering leadership with trend analysis and actionable recommendations

What We Are Looking For

  • 6+ years of experience in incident management, escalation management, or a related field
  • Strong technical knowledge of cloud-based applications, containerization, and DevOps practices
  • Excellent communication and interpersonal skills, with the ability to work with cross-functional teams
  • Experience in leading teams, mentoring, and developing support engineers
  • Strong problem-solving skills, with the ability to analyze complex issues and develop creative solutions
  • Experience with Agile development methodologies and version control systems
  • Strong understanding of customer support processes and procedures
  • Ability to work in a fast-paced environment, prioritizing multiple tasks and meeting deadlines

Nice to Have

  • Experience with containerization platforms, such as Docker
  • Knowledge of programming languages, such as Python or Java
  • Experience with project management tools, such as Jira or Asana
  • Certification in ITIL or a related field

Benefits and Perks

  • Competitive salary and benefits package
  • Opportunity to work with a rapidly growing company and contribute to the growth of the business
  • Collaborative and dynamic work environment with a remote-first approach
  • Professional development opportunities, including training and certification programs
  • Access to the latest technologies and tools
  • Flexible working hours and remote work options
  • Health and wellness programs, including mental health support
  • Generous paid time off and holiday schedule

How to Stand Out

  • When applying for this role, be sure to highlight your experience in incident management, escalation management, or a related field, and provide specific examples of your accomplishments.
  • Develop a strong understanding of Docker's products and services, including Docker Hub, and be prepared to discuss how you can contribute to the company's growth and success.
  • Showcase your technical skills, including knowledge of cloud-based applications, containerization, and DevOps practices, and be prepared to provide examples of how you have applied these skills in previous roles.
  • Emphasize your excellent communication and interpersonal skills, and provide examples of how you have worked with cross-functional teams to resolve complex issues.
  • Be prepared to discuss your experience with Agile development methodologies and version control systems, and how you have applied these principles in previous roles.
  • Research the company culture and values, and be prepared to discuss how you align with Docker's mission and vision.

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