Senior Technical Support Engineer (West)

Docker is a remote first company with employees across Europe, APAC and the Americas that simplifies the lives of developers who are making world-changing apps.  We raised our Series C funding in March 2022 for $105M at a $2.1B valuation. We continued to see exponential revenue growth last year.  Join us for a whale of a ride!

The Docker Support team supports customers using the largest and most popular container registry service in the world today, Docker Hub. Millions of users - community developers, open source projects and Independent Software Vendors - push and pull Docker container images billions of times through Docker Hub. If you are an experienced Support Engineer and want to play a critical role in the evolution of Docker Hub and Docker’s next chapter, then this role is for you.

We are seeking a Senior Support Engineer with development experience to provide world-class technical support for customers of Docker Desktop and Docker Hub. This role requires a friendly, polished communicator committed to solving complex problems and delivering high-level customer satisfaction with every interaction. You will work closely with Sales, Marketing, Production Engineering, and Product Management to drive critical customer issues to resolution.

Responsibilities:

• Deliver a top tier user support experience for the Docker Hub and Docker Desktop products using the Salesforce customer service software and services

• Engage with the engineering teams to resolve technical issues

• Support and assist the other teams within Docker

• Take part in on-call rotations

Qualifications:

• Must be a US Citizen

• 5+ years enterprise software engineering experience and technical support experience 

• Experience with the Docker engine, Docker Hub, and other related technologies

• Strong written and verbal English communication skills

• Ability to work remotely across time zones

• Experience troubleshooting Docker technologies and SaaS products

• Familiarity with macOS, Microsoft Windows, and Linux

Qualifications (Nice to have):

• Familiarity with IT automation software (CI/CD)

• Familiarity with the Go programming language

• Comfortable with programming languages: Python, JavaScript, or similar language

• Familiarity with Kubernetes

• Comfortable with REST API and web applications

Your first 30 days:

• Onboarding activities to follow in the first 2 weeks

• Meet the support team and other people you will have to interact with

• Understand the values of Docker

• Understand the team mission

• Start diving into the different tools

• Start to resolve some tickets

Your first 90 days:

• Feel comfortable with the environment 

• Meet people across the company

• Take part in the ticket resolution 

• Be part of the on-call rotations

Your first year:

• Have established strong relationships with all team members and cross functional teams

• Be comfortable handling advanced requests from customers 

• Have autonomy over technical area to understand issues and work with dev team to imagine the best solution

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on April 13, 2024.

Please see the independent bias audit report covering our use of Covey here.

Perks (for Full Time Employees)

• Freedom & flexibility; fit your work around your life

• Home office setup; we want you comfortable while you work

• 16 weeks of paid Parental leave

• Technology stipend equivalent to $100 net/month

• PTO plan that encourages you to take time to do the things you enjoy

• Quarterly, company-wide hackathons

• Training stipend for conferences, courses and classes

• Equity; we are a growing start-up and want all employees to have a share in the success of the company

• Docker Swag

• Medical benefits, retirement and holidays vary by country

Docker embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our company will be.

Due to the remote nature of this role, we are unable to provide visa sponsorship.

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