Senior Support & Enablement Operations Analyst

Docker

5h•Remote

About The Position

At Docker, we make app development easier so developers can focus on what matters. Our remote-first team spans the globe, united by a passion for innovation and great developer experiences. With over 20 million monthly users and 20 billion image pulls, Docker is the #1 tool for building, sharing, and running apps—trusted by startups and Fortune 100s alike. We’re growing fast and just getting started. Come join us for a whale of a ride! The Docker Support team supports customers using the largest and most popular container registry service in the world today, Docker Hub. Millions of users - community developers, open source projects and Independent Software Vendors - push and pull Docker container images billions of times through Docker Hub. If you have experience in building support workflows and want to play a critical role in the evolution of Docker’s next chapter, then this role is for you. We are seeking a Senior Support and Enablement Operations Analyst who combines deep technical operations expertise with strong data analysis skills to optimize our support operations and tech stack.. This role requires someone who is eager to collaborate with different functions and dive into projects, big and small, to create a first in class support experience internally and externally. You will work closely with Support, Business Operations, Production Engineering, and Product Management to drive critical, scalable processes.

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

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

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