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Senior Escalation & Incident Manager

Remote Full-time $100K/yr - $100K/yr

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Experience Level

Senior

Qualifications

ResponsibilitiesEscalation/Incident Management & Resolution: Manage the entire escalation lifecycle from intake to resolution—ensuring cases are triaged accurately, prioritized based on business impact, assigned to appropriate resources, and driven to closure without falling through the cracks. Actively engage in the most critical escalations, providing guidance, coordinating engineering resources, and managing real-time stakeholder communications. Team Mentorship & Development: Mentor, develop, and support a global team of Support Leaders and Engineers. Collaborate to establish clear expectations for case quality, handling, and customer communication standards. Facilitate training for cross-functional teams to quickly triage, mitigate, and resolve escalations and incidents. Customer & Executive Communication: Act as the main point of contact for enterprise customers and internal stakeholders during high-severity escalations and incidents. Craft and deliver clear, confident written and verbal updates. Manage expectations with precision—knowing when to reassure, when to escalate urgency internally, and when to engage executive sponsorship.

About the job

At Docker, we simplify application development so that developers can concentrate on what truly matters. Our remote-first team is spread across the globe, driven by a shared passion for innovation and exceptional developer experiences. With over 20 million monthly users and 20 billion image pulls, Docker stands as the premier tool for building, sharing, and running applications, valued by both startups and Fortune 100 companies. We are rapidly expanding and are just getting started. Join us for an exciting journey!

Docker is proud to support the largest and most widely used container registry service globally today, Docker Hub. Millions of users, including community developers, open-source projects, and Independent Software Vendors, engage with Docker container images through Docker Hub on an immense scale.

We are on the lookout for a Senior Escalation & Incident Manager to take charge of the end-to-end experience for our most complex and critical customer issues. This pivotal role places you at the intersection of customer support, engineering, and product, ensuring that escalated issues and service incidents receive the urgency, consistency, and executive-level communication they necessitate.

You will play a key role in building and refining the frameworks and standards that dictate how escalations and incidents are managed, serving as the voice of the customer when critical issues pose a risk to trust or customer retention.

About Docker, Inc.

Docker is a trailblazer in the realm of app development, making it easier for developers worldwide to create, share, and run applications. Our commitment to innovation and outstanding developer experiences has positioned us as the go-to solution for millions of users, including Fortune 100 companies. Join us as we continue to grow and shape the future of technology.

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