Senior Support & Enablement Operations Analyst, Docker
$120-151k
+ Equity. Salary is benchmarked based on US rates and may vary depending on the location
More information about location
App development platform
Be an early applicant
App development platform
501-1000 employees
Be an early applicant
$120-151k
+ Equity. Salary is benchmarked based on US rates and may vary depending on the location
More information about location
501-1000 employees
Company mission
To increase the time developers spend on innovation, and decrease the time they spend on everything else.
Role
Who you are
- 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
- 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
- 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 the job involves
- 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
- 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
- You will work closely with Support, Business Operations, Production Engineering, and Product Management to drive critical, scalable processes
- 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
- 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
Our take
Docker supplies a hub and desktop solution to simplify the workflow of app development teams. Originally known for popularising the idea of containerising software, it saw itself outpaced by Kubernetes. However, the company has identified a problem with the growing complexity of containerisation, with some apps consisting of dozens or even hundreds of containers - which is what it now addresses.
Docker has had a difficult time in the recent past, with 2019 seeing it sell off its enterprise business, reduce its workforce by hundreds, and change its leadership team. As a well known brand and ecosystem for containerisation, however, it aims to lure developers back to its product as well as to take advantage of the growing global demand for app development.
Returning to focus on developers rather than large companies was certainly a gamble, but one that seems to have paid off. The company has returned to profitability and raised Series C funding in 2022, which is cited to fund hiring new talent, ramping up its business, and continuing to develop and refine its product. It's also embarked on a series of acquisitions to bolster its business, with speculation mounting about its possible sale in the near future.
Steph
Company Specialist at Welcome to the Jungle
Insights
47% employee growth in 12 months
Company
Funding (last 2 of 11 rounds)
Mar 2022
$105m
SERIES C
Mar 2021
$23m
SERIES B
Total funding: $498m
Company benefits
- 100% company paid medical premiums for employees and dependents
- Flexible Time Off Policy
- “Whaleness” Days — At least 1 company wide day off per month
- Employer Paid Holidays
- Generous Maternity and Parental Leave
- Home Office Set Up Budget
- Monthly Technology Stipend
- Training Allowances
- Life and Disability Insurance
- Retirement Plans
- Virtual and In-Person Social Events
- Docker Swag
- Quarterly Hackathons
- Virtual Coffee with Co-Workers
Company HQ
China Basin, San Francisco, CA
Leadership
Don Johnson
(CEO)Previously Executive Vice President of Infrastructure at Oracle, was a Principal Engineer at Amazon and a Lead Software Engineer at RealNetworks.
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