Docker Support Engineer – Afternoon Shift
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Job Description
Docker Support Engineer troubleshooting complex enterprise Docker and SaaS issues for ServiceRocket, a global tech-enabled services company. Supporting customers through tickets, calls, tooling, and knowledge content.
Responsibilities:
- Deliver a top-tier customer support experience and become an expert in Docker technologies and products.
- Apply advanced troubleshooting, debugging, and diagnosis to critical problems across multiple layers of the Docker technology stack.
- Resolve complex, platform-level issues beyond routine ticket troubleshooting.
- Engage with Engineering to identify bugs and resolve technical issues.
- Partner cross-functionally on collaborative projects.
- Conduct enterprise customer calls and remote screen-sharing sessions to resolve complex issues.
- Apply AI and agentic tools responsibly to support workflows and decision-making.
- Contribute directly to the platform by surfacing patterns, improving tooling and workflows, and feeding insights into support systems.
- Create help content and audit the knowledge base.
- Participate in on-call rotations and recommend process improvements to maximize customer satisfaction.
- Work closely with Knowledge Management, Engineering, and Product Management to represent the customer voice.
Requirements:
- 3+ years of enterprise technical support experience at a high-growth SaaS technology company.
- BA/BS degree in Information Technology, Computing, or similar.
- Comfortable with programming languages such as Go, Python, or JavaScript.
- Experience with Docker products, including Engine, Hub, and Desktop.
- Extensive experience troubleshooting Docker technologies and SaaS products.
- Strong written and verbal English communication skills.
- Familiarity with macOS, Microsoft Windows, and Linux systems.
- Familiarity with Kubernetes orchestration and CI/CD software.
- Applicants must be eligible to obtain required background checks and security clearances.
- Ability to work Wednesday through Sunday, 1:00 PM to 9:00 PM Pacific Daylight Time.
Benefits:
- Share the fruit program: when we grow the tree, we share the fruit–when the company grows, we share the profit.
- Stock options: opportunity to participate in company ownership.
- Health insurance for you and your family.
- Retirement plan/funds saving with diverse plans depending on location.
- Career pathways program for horizontal and vertical growth.
- Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, and Wellness.
- Generous PTO plus one cultural heritage and community day.
- Collaborative, inclusive work environment supporting professional growth and personal well-being.
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