Engineer, Customer Support

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Biotechnology, Customer ServiceIndustries

Requirements

Candidates should possess a BA/BS degree or equivalent practical experience and have at least 3 years of enterprise technical support experience at a high-growth SaaS technology company. Proficiency with Docker products like Docker Engine, Docker Hub, and Docker Desktop, along with extensive experience troubleshooting Docker technologies and SaaS products, is essential. Strong written and verbal English communication skills and the ability to work remotely across time zones are required, as is familiarity with macOS, Microsoft Windows, and Linux systems. Familiarity with Kubernetes orchestration, IT automation software (CI/CD), the Go programming language, REST API, web applications, and programming languages such as Python or JavaScript are considered nice to have.

Responsibilities

The Engineer, Customer Support will deliver top-tier customer support and become an expert in Docker technologies and products. This role involves applying advanced troubleshooting techniques to diagnose and resolve critical problems across the Docker technology stack, and engaging with the engineering team to identify and fix bugs. The position requires cross-functional partnership with other teams, participation in enterprise-level customer calls and remote screen-sharing sessions, and maintaining detailed records of customer interactions in the ticketing system. Responsibilities also include creating help content, auditing the knowledge base, and participating in on-call rotations, while identifying and recommending process improvements to enhance customer satisfaction.

Skills

Linux

Customer Support

Problem-Solving

Communication

Technical Support

Knowledge Management

Engineering

Product Management

ServiceRocket

Consulting and services for Atlassian products

About ServiceRocket

ServiceRocket offers solutions and services for Atlassian products like Jira and Confluence, including consulting, training, managed services, licensing, and apps. The company helps businesses of all sizes optimize their use of Atlassian software to improve project management and collaboration. Unlike its competitors, ServiceRocket provides a comprehensive suite of services tailored to enhance the value of Atlassian investments. The goal is to maximize productivity and efficiency for organizations using these tools.

Sydney, AustraliaHeadquarters

2001Year Founded

$270KTotal Funding

SEEDCompany Stage

Consulting, Consumer Software, Enterprise SoftwareIndustries

201-500Employees