About the job
At Docker, we empower developers by simplifying app development, allowing them to concentrate on what truly matters. Our globally distributed, remote-first team shares a commitment to innovation and enhancing developer experiences. With more than 20 million monthly users and 20 billion image pulls, Docker stands as the premier tool for building, sharing, and running applications, trusted by startups and Fortune 100 companies alike. As we experience rapid growth, we invite you to join us on this exciting journey!
The Docker Support team plays a crucial role in assisting customers utilizing Docker Hub, the world's largest and most widely used container registry service. Millions of users, including community developers, open-source projects, and Independent Software Vendors, push and pull Docker container images billions of times through our platform. If you possess experience in developing support workflows and aspire to significantly contribute to Docker's next evolution, this opportunity is for you.
We are looking for a Senior Support and Enablement Operations Analyst who merges extensive technical operations knowledge with robust data analysis capabilities to enhance our support operations and technology stack. This role is ideal for someone enthusiastic about collaborating across various teams and engaging in projects of all sizes to create a world-class support experience for both internal and external stakeholders. You will collaborate closely with Support, Business Operations, Production Engineering, and Product Management to foster scalable, critical processes.
Key Responsibilities
Develop and sustain functionalities and processes using Salesforce to ensure scalable case management and escalation procedures.
Draft and revise documentation pertaining to team workflows and automation processes.
Generate and evaluate reports for support, provisioning, and enablement functions to guarantee adherence to key KPIs (e.g., SLAs) and identify opportunities for operational enhancements.
Collaborate with Product, Engineering, and Customer Success teams to communicate feedback and trends regarding cross-functional support issues and customer experiences.
Required Qualifications
Minimum of 4 years of experience in support operations or a related field.
Proficient in administrative tasks within Salesforce, preferably related to Service Cloud.
Familiarity with Sigma, Tableau, or similar reporting and visualization tools.
Strong proficiency in Excel and Google Sheets.
Excellent written communication skills.

