Docker Support Engineer (Afternoon shift)

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