🛠 Tech Stack

💼 About This Role

You'll own the end-to-end experience for Docker's most complex customer issues, sitting at the junction of support, engineering, and product. You'll ensure escalated issues and service incidents receive urgency, consistency, and executive-level communication. This is a globally distributed, remote-first role impacting how 20 million monthly users build and ship software.

🎯 What You'll Do

• Own the escalation lifecycle from intake to resolution
• Coordinate engineering resources and manage stakeholder communication during critical escalations
• Mentor and support a global team of Support Leaders and Engineers
• Define and maintain escalation criteria, process flow, and SLA/SLO commitments

📋 Requirements

• 6+ years in escalation & incident management, SRE, or production operations in cloud/SaaS
• Experience leading high-severity incident response in complex distributed systems
• Experience working in 24/7 on-call or escalation environments
• Strong understanding of cloud platforms (AWS, GCP, Azure) and observability tools

✨ Nice to Have

• Familiarity with compliance or security incident response
• Experience building or scaling incident management programs
• Data-driven approach to identifying trends and driving improvements

🎁 Benefits & Perks

• 💰 Equity included in compensation
• 🌍 Remote-first globally distributed team
• 📈 Growth opportunities to lead projects and mentor teammates