Senior Support & Enablement Operations Analyst

About Docker

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

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.

About the Senior Support & Enablement Operations Analyst Role

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.

Responsibilities

• Build and maintain functionality and processes leveraging Salesforce for scalable case management and escalation process
• Create and update documentation related to the team's 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

Qualifications

• 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

What To Expect

First 30 days:

• Onboarding activities to follow in the first 2 weeks
• Meet the support team and other people you will have to interact with
• Understand the values of Docker
• Understand the team mission
• Start diving into the different tools

First 90 Days

• Feel comfortable with the environment
• Meet people across the company
• Take part in cross functional meetings and projects
• Learn about current state of automations and workflows for the Support and Enablement team

One Year Outlook

• Have established strong relationships with all team members and cross functional teams
• Make recommendations and contribute ideas to help improve our current automations
• Be a part of building a first class Salesforce Service Cloud environment
• Build reporting

Perks

• 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
• 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

Key skills/competency

• Support Operations
• Salesforce Service Cloud
• Data Analysis
• Workflow Automation
• SQL
• Reporting & Visualization
• Process Optimization
• KPI Management
• Cross-functional Collaboration
• Customer Experience