Docker Support Engineer (Afternoon shift)

ServiceRocket

23d • Hybrid

About The Position

ServiceRocket is a global tech-enabled services company headquartered in Palo Alto, California, focused on being a reliable partner in accelerating growth. With over 20 years of experience, ServiceRocket is committed to the development of its employees and the trust of its customers. The company boasts a strong culture with a 4.7 rating on Glassdoor, emphasizing collaboration, innovation, and employee well-being. They have received the Atlassian Partner of the Year 2024–2025 for Co-Selling Excellence award. This role is for a Docker Support Engineer who is passionate about disruptive technologies, learns quickly, and has Linux expertise. The position involves engaging with clients, solving technical issues, and collaborating with teammates using cutting-edge technologies. The ideal candidate is a polished communicator interested in problem-solving and delivering high customer satisfaction, working closely with Knowledge Management, Engineering, and Product Management to represent the customer's voice. The role requires eligibility for background checks and security clearances due to work with federal and government customers.

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
• Linux specialist (for example, deep knowledge with at least two years experience)
• Eligible to obtain background checks and security clearances

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
• 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

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree