Senior Director, Support

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October 28

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Docker, Inc

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At Docker, we simplify the lives of developers who are making world-changing apps. Docker helps developers bring their ideas to reality by conquering the complexity of app development. We simplify and accelerate workflows with an integrated development pipeline and application components. Actively used by millions of developers around the world, Docker Desktop and Docker Hub provide unmatched simplicity, agility and choice.

51 - 200 employees

💰 $105M Series C on 2022-03

📋 Description

• Own the strategy, operations, and outcomes of Docker’s global Support organization • Lead a high‑performing, customer‑obsessed team across time zones • Elevate our enterprise experience and deliver measurable customer value at scale • Design and deliver an integrated, modern support experience that spans in-product surfaces, web, multi-channel contact, and enterprise live support • Influence product roadmap, supportability, and documentation quality through Voice of the Customer • Forecast and manage budget, vendor relationships, and headcount planning aligned to growth • Define and run on‑call policies, regional hand‑offs, and follow‑the‑sun operations

🎯 Requirements

• 10+ years in technical support, customer engineering, or related fields • 6+ years leading managers and senior ICs in a global org • 3+ years running follow‑the‑sun operations and SEV/incident programs • Proven ownership of enterprise‑grade Support KPIs and incident programs for a developer or cloud‑native platform • Demonstrated success scaling support organizations in high‑growth environments • Hands‑on experience deploying AI/LLM tooling in Support • Exceptional communication and executive presence • Builder mindset: data‑driven, systems thinker, comfortable with ambiguity, decisive. • Bonus: Experience implementing AI‑assisted support and community/support leadership experience in open‑source ecosystems

🏖️ Benefits

• Freedom & flexibility; fit your work around your life • Designated quarterly Whaleness Days • Home office setup; we want you comfortable while you work • 16 weeks of paid Parental leave • Technology stipend equivalent to $100 net/month • PTO plan that encourages you to take time to do the things you enjoy • Quarterly, company-wide hackathons • Training stipend for conferences, courses and classes • Equity; we are a growing start-up and want all employees to have a share in the success of the company • Docker Swag • Medical benefits, retirement and holidays vary by country