Senior Support & Enablement Operations Analyst
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Job Description
Senior Support Analyst optimizing support operations for Docker's container registry service using Salesforce and data analysis skills. Collaborating with cross-functional teams to improve user experience.
Responsibilities:
- Build and maintain functionality and processes leveraging Salesforce for scalable case management and escalation process
- Create and update documentation related to the the teams workflows and automations
- Generate and analyze reports for support, provisioning, and enablement functions to ensure meeting key KPIs (i.e.SLAs) and opportunities for operational improvements
- Collaborate with Product, Engineering, and Customer Success teams to relay feedback and trends on cross functional support issues and customer experience
Requirements:
- 4+ years in support operations or similar
- Experience with admin tasks in Salesforce (ideally related to Service Cloud)
- Sigma, Tableau, or a similar reporting and visualization tool
- Proficiency with Excel/Google sheets
- Good written communication skills
- Ability to work remotely across time zones
- Experience building and optimizing intelligent automations using AI tools, integration platforms, and workflow technologies
- Working knowledge of SQL and data modeling concepts including table relationships, joins, and query optimization
Benefits:
- Freedom & flexibility; fit your work around your life
- Designated quarterly Whaleness Days plus end of year Whaleness break
- 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
- 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
- Remote-first culture, with offices in Seattle and Paris
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