Docker Support Engineer (Afternoon shift)

ServiceRocket is a global tech-enabled services company headquartered in Palo Alto, California. The Docker team works with federal and government-related customers and with global enterprise clients to solve challenging technical issues, working with Knowledge Management, Engineering, and Product Management to represent the voice of the customer. Shifts: Wednesday to Sunday, 1:00 PM to 9:00 PM (Pacific Daylight Time). Roles may require background checks and security clearances; all applicants must be eligible to obtain them. Visa assistance/sponsorship and relocation assistance are not available. Preferential consideration is given to candidates based locally to the country's office.

Responsibilities

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; 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; Apply AI and agentic tools responsibly; Contribute directly to the platform itself, improving tooling and workflows; Create best-in-class help content and proactively perform audits for the knowledge base; Participate in on-call rotations and recommend process improvements to deliver the highest level of customer satisfaction

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; 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

Benefits

Share the fruit program (profit sharing); Stock options; Health insurance; Retirement plan/funds saving; Career pathways program; Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness; Generous PTO plus one cultural heritage and community day