ServiceRocket

Customer Support

• 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

Customer Support Engineer

Solutions Engineer

•The Senior Consultant I, Solution Architecture, is a key leadership role responsible for designing innovative and high-value solutions for customers, primarily leveraging the Atlassian suite.
•Build long-term, trusted relationships with customers and guide transformational journeys supporting corporate initiatives.
•Co-create multi-year strategic roadmaps and provide architectural oversight for successful adoption and business value.
•Deliver strategic solution roadmap discussions, align business objectives with Atlassian capabilities and AI enhancements.
•Map corporate initiatives to KPIs and demonstrate platform-driven business outcomes.
•Act as trusted advisor to stakeholders and mentor technical and leadership teams.
•Define system architecture and provide high-level oversight for enterprise-scale implementations.
•Design robust integrations between Atlassian and enterprise systems; advise on change management and adoption strategies.
•Collaborate with product and engineering teams to prototype app innovations.
•Lead design of reusable strategic assets, contribute to intellectual property, and maintain presence in partner channels.

Senior Consultant I, Solution Architecture

Consultant

• Design, develop, and implement high-quality solutions, including architectural system design
• Facilitate customer discussions to discover key business and technical requirements, and develop implementation plans based on the identified requirements
• Provide experienced guidance, feedback, and recommendations to customers based on established best practices
• Support the roll-out, adoption, and scaling of provided solutions for customers
• Handle customer engagements as a project manager, responsible for scheduling, coordination, communication, and enhancing the customer relationship
• Advice on internal tools and processes as a senior member of the technical team
• Promote yourself as a subject matter expert and valued member of the community
• Assist with proposal development and statement of work definitions
• Engage with potential customers on sales calls as a technical resource, advising on product solutions

Customer Support Engineer

Customer Support Engineer

Senior Consultant I, Solution Architecture

Technology Consultant