Docker Support Engineer (Afternoon shift)

Openkrill; United States; Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Stock options

Retirement plan/funds saving

Career pathways program

Generous monthly fixed allowances

Generous PTO plus cultural heritage/社区

Job summary

ServiceRocket in Palo Alto, California, seeks an experienced Enterprise Technical Support specialist with a focus on Docker and SaaS platforms. You will troubleshoot, diagnose, and resolve complex issues for global customers, collaborating with Engineering, Knowledge Management, and Product Management to deliver outstanding service.

You will engage in on-call rotations, develop helpful content, and drive improvements to tooling and processes while maintaining strong English communication with

Qualifications

• BA/BS degree in Information Technology or Computing.
• 3+ years enterprise technical support experience at a high-growth SaaS company.
• Experience with Go, Python, or JavaScript is a plus.

Responsibilities

• Deliver top-tier enterprise technical support for Docker and SaaS products.
• Perform advanced troubleshooting across multiple layers of the Docker stack.
• Collaborate with Engineering, Knowledge Management, and Product Management to voice customer feedback.
• Engage in enterprise level customer calls or remote sessions to drive resolution for complex issues.
• Create and audit knowledge base content to improve self-service options.
• Participate in on-call rotations and advocate process improvements for customer satisfaction.

Skills

English communication

Customer-focused

Problem-solving

Education

BA/BS in Information Technology or Computing

Tools

Docker

Kubernetes

Go

Python

JavaScript

Job description

G'day!

We are ServiceRocket, a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer.

Twenty years on and counting, we've got your back.

Why is ServiceRocket the place for you

• A 20+ year tech services expert of many solutions and partnerships with industry giants.
• Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor.
• Our culture rocks! You'll join a fun-loving and inclusive work environment that supports your professional growth and personal well-being.
• We're recognized for our innovation, impact, and outstanding customer support, even earning the Atlassian Partner of the Year 2024-2025 for Co-Selling Excellence award.

Visit our website to learn more and become a part of our Rocketeer Nation.

Are you passionate about working with the latest ground-breaking, disruptive technologies?

Do you pride yourself on learning quickly?

Do you consider yourself a Linux specialist (for example, deep knowledge with at least two years experience)?

If you join our Docker team, you are guaranteed to fully enjoy your work every day! In addition to engaging with clients (global leaders and household names) to solve challenging technical issues and having fun while collaborating with your teammates, you will be working with world-class, latest disruptive technologies.

We are seeking a friendly, polished communicator who is inherently interested in solving complex problems and delivering a high-level of customer satisfaction with every customer interaction (via help content and tickets). You will work closely with Knowledge Management, Engineering, and Product Management to represent the voice of the customer.

The shifts for this team will be:

• Work Days: Wednesday, Thursday, Friday, Saturday, and Sunday.
• Hours: 1:00 PM to 9:00 PM (Pacific Daylight Time)

This role involves working with federal and government-related customers, which may require background checks and security clearances. All applicants must be eligible to obtain them.

What you'll be doing

• Deliver a top tier customer support experience and become an expert in Docker technologies and products
• Apply advanced troubleshooting techniques (debug and diagnosis) on critical problems that span multiple layers of the Docker technology stack
• Able to operate beyond routine ticket-level troubleshooting, reasoning about and resolving complex, platform-level issues
• Engage with the engineering team to identify bugs and resolve technical issues
• Partner cross-functionally with other teams to support & assist on collaborative projects
• Engage in enterprise level customer calls or remote screen-sharing sessions to drive resolution for complex issues
• Skilled at applying AI and agentic tools - knowing what to delegate, how to prompt for useful results, how to critically evaluate what comes back, and how to use it responsibly
• Comfortable contributing directly to the platform itself - surfacing patterns, improving tooling and workflows, and feeding insights back into the systems that power support
• Create best-in-class help content and proactively perform audits for our knowledge base
• Participate in on-call rotations, identify and recommend process improvements to deliver the highest level of customer satisfaction

What you'll bring to the table

• 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
• Experienced with Docker products (Engine, Hub, Desktop, etc.)
• 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

*Only shortlisted candidates will be notified

Perks

• Share the fruit program: when we grow the tree, we share the fruit–when the company grows, we share the profit.
• Stock options: you have the opportunity to participate in the ownership of the company.
• Health insurance: we support you and your family–your well-being matters.
• Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location.
• Career pathways program: you can grow horizontally, vertically, or any way you want.
• Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness.
• Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture.

Our Selection Process

Our goal is for you to interview us. We want you to meet our team so that you can confirm we are the right company for you.

You will first meet our TA member in charge of the process, they will be your tour guide throughout the entire journey and will be there to answer any questions you may have! Then you’ll meet the hiring team and the executive of the area.

Become a Rocketeer. Join us in enabling fast-growing companies to take off and so will your career!

Additional Information

ServiceRocket is committed to a diverse and inclusive workplace. ServiceRocket is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

*Only shortlisted candidates will be notified*

Although the position is hybrid/remote, preferential consideration will be given to candidates based locally to the country’s office in order to better collaborate with our team. This position is not eligible for visa assistance/sponsorship or relocation assistance.