Engineer, Customer Support

G'day!

We are ServiceRocket🚀, a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer.

Twenty years on and counting, we’ve got your back. 

Why is ServiceRocket the place for you 🧡

- A 20+ year tech services expert of many solutions and partnerships with industry giants.

- Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor.

- Our culture rocks! You’ll join a fun-loving and inclusive work environment that supports your professional growth and personal well-being. 

- We're recognized for our innovation, impact, and outstanding customer support, even earning the Atlassian Partner of the Year 2024–2025 for Co-Selling Excellence award.

Visit our website to learn more and become a part of our Rocketeer Nation.

Are you passionate about working with the latest ground-breaking, disruptive technologies?

Do you pride yourself on learning quickly?

Do you consider yourself a Linux specialist (for example, deep knowledge with at least two years experience)?

If you join our Docker team, you are guaranteed to fully enjoy your work every day! In addition to engaging with clients (global leaders and household names) to solve challenging technical issues and having fun while collaborating with your teammates, you will be working with world-class, latest disruptive technologies.

We are seeking a friendly, polished communicator who is inherently interested in solving complex problems and delivering a high-level of customer satisfaction with every customer interaction (via help content and tickets). You will work closely with Knowledge Management, Engineering, and Product Management to represent the voice of the customer.

What you’ll be doing 💪

- 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

This role includes shift coverage in one of these schedules (in Pacific Time):

- 6 am to 3 pm

- 10 am to 7 pm

- 11 am to 8 pm

What you’ll bring to the table 🧑‍💻

- 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

Your Comp 💸

The US annual pay range for this Level 3 position is between $77,000 to $87,000 per annum. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations.  The pay range is the base pay being offered combined with our company-wide bonus plan. In addition, we provide allowances to cover technology, education, and wellness and a full range of medical, retirement, and other benefits. The total earnings may vary depending on experience and geographical location.

*Only shortlisted candidates will be notified

Perks ✨🍇🚀

-Share the fruit program: when we grow the tree, we share the fruit–when the company grows, we share the profit.

-Stock options: you have the opportunity to participate in the ownership of the company.

-Health insurance: we support you and your family–your well-being matters.

-Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location. 

-Career pathways program: you can grow horizontally, vertically, or any way you want.

-Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness.

-Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture.

Our Selection Process 🔎

Our goal is for you to interview us. We want you to meet our team so that you can confirm we are the right company for you. 

You will first meet our TA member in charge of the process, they will be your tour guide throughout the entire journey and will be there to answer any questions you may have! Then you’ll meet the hiring team and the executive of the area.

Become a Rocketeer. Join us in enabling fast-growing companies to take off and so will your career!

Additional Information

ServiceRocket is committed to a diverse and inclusive workplace. ServiceRocket is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. 

*Only shortlisted candidates will be notified*

Although the position is hybrid/remote, preferential consideration will be given to candidates based locally to the country’s office in order to better collaborate with our team. This position is not eligible for visa assistance/sponsorship or relocation assistance.

RECRUITING FRAUD ALERT: Your personal information and online safety are important to us. At ServiceRocket, recruiters only direct candidates to apply through our official career page at https://www.servicerocket.com/join-us.Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers. If you are unsure if a message is from ServiceRocket, please email [email protected].