Senior Escalation & Incident Manager

TL;DR

Senior Escalation & Incident Manager (SaaS/Cloud): Own end-to-end lifecycle of critical customer escalations and incidents with an accent on triage, resource coordination, and executive communication. Focus on mentoring teams, designing processes, partnering with engineering for resolutions, and driving product improvements from feedback patterns.

Location: Remote from Canada or United States. No visa sponsorship.

Salary: $107.2K – $134K (US)

Company

Remote-first container platform with over 20 million users and billions of image pulls, trusted by startups and Fortune 100s.

What you will do

• Own escalation and incident lifecycle: triage by impact, assign resources, drive to resolution, and manage real-time communication.
• Mentor global support leaders and engineers on standards for case handling and cross-team coordination.
• Serve as primary contact for enterprise customers and executives during high-severity issues.
• Partner with engineering and product to prioritize fixes, establish feedback loops, and improve reliability.
• Define escalation criteria, processes, playbooks, SLAs, and post-incident analysis.
• Track KPIs, report trends to leadership, and advocate for operational improvements using data.

Requirements

• 6+ years in escalation & incident management, SRE, or production operations in cloud/SaaS.
• Proven high-severity incident response in distributed systems.
• Experience in 24/7 on-call or escalation environments.
• Familiarity with compliance/security incident response.
• Strong knowledge of cloud platforms (AWS, GCP, Azure) and observability tools (logs, metrics, tracing).
• Exceptional communication, influence without authority, process improvement focus.

Nice to have

• Experience building or scaling incident management programs.

Culture & Benefits

• Remote-first with freedom and flexibility; home office setup and technology stipend.
• 16 weeks paid parental leave; PTO plan; quarterly Whaleness Days and year-end break.
• Training stipend for conferences and courses; equity for all employees.
• Medical benefits, retirement, and holidays vary by country; hirify.global swag.
• Offices in Seattle and Paris.

Hiring process

• Uses Covey for evaluation in certain locations.