Senior Support & Enablement Operations Analyst
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.
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
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
Docker does not offer visa sponsorship for this role.
We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on April 13, 2024.
Please see the independent bias audit report covering our use of Covey here.
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
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
Docker embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our company will be.
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