Docker Support Engineer (Day shifts)

ServiceRocket; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

A leading tech-enabled services company in the United States is seeking a friendly communicator with expertise in Docker to provide enterprise technical support. You will engage with clients to solve complex issues and work collaboratively across teams. This role offers a dynamic work environment with generous benefits, including stock options and health insurance.

Benefits

Share the fruit program

Stock options

Health insurance

Retirement plan/funds saving

Career pathways program

Generous monthly fixed allowances

Generous PTO

Qualifications

• 3+ years of enterprise technical support experience at a high-growth SaaS technology company.
• Experienced with Docker products and troubleshooting Docker technologies.
• Strong written and verbal English communication skills.

Responsibilities

• Deliver a top tier customer support experience and become an expert in Docker technologies.
• Apply advanced troubleshooting techniques on critical problems.
• Engage with the engineering team to identify bugs and resolve technical issues.

Skills

Communication skills

Troubleshooting skills

Docker technologies knowledge

Education

BA/BS degree or equivalent practical experience

Tools

Docker Engine

Docker Hub

Docker Desktop

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:

• Shift A: 7 am to 3 pm ET - Saturday to Wednesday or Wednesday to Sunday
• Shift B: 3 pm to 11 pm ET - Wednesday to Sunday or Friday to Tuesday

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
• 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
• Maintain and track detailed records for all customer interactions in our internal ticketing system
• 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

• BA/BS degree or equivalent practical experience
• 3+ years of enterprise technical support experience at a high-growth SaaS technology company
• Experienced with the Docker products such as Docker Engine, Docker Hub, Docker Desktop, and other related technologies
• Extensive experience troubleshooting Docker technologies and SaaS products
• Strong written and verbal English communication skills Ability to work remotely across time zones
• Familiarity with macOS, Microsoft Windows, and Linux systems

Nice to have:

• Familiarity with Kubernetes orchestration
• Familiarity with IT automation software (CI/CD)
• Familiarity with the Go programming language
• Familiarity with REST API and web applications
• Comfortable with programming languages such as Python, JavaScript, or similar language

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.