ServiceRocket

Customer Support Engineer

ServiceRocket

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

DockerGoJavaScriptKubernetesLinuxMacOSPython

About the role

  • 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
  • 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
  • Maintain and track detailed records for all customer interactions in our internal ticketing system
  • 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

Requirements

  • BA/BS degree or equivalent practical experience
  • 3+ years of enterprise technical support experience at a high-growth SaaS technology company
  • Experienced with the Docker products such as Docker Engine, Docker Hub, Docker Desktop, and other related technologies
  • Extensive experience troubleshooting Docker technologies and SaaS products
  • Strong written and verbal English communication skillsAbility to work remotely across time zones
  • Familiarity with macOS, Microsoft Windows, and Linux systems
  • Nice to have: Familiarity with Kubernetes orchestration; Familiarity with IT automation software (CI/CD); Familiarity with the Go programming language; Familiarity with REST API and web applications; Comfortable with programming languages such as Python, JavaScript, or similar language