Senior Support & Enablement Operations Analyst

At Docker, we make app development easier so developers can focus on what matters. Our remote-first team spans the globe, united by a passion for innovation and great developer experiences. With over 20 million monthly users and 20 billion image pulls, Docker is the #1 tool for building, sharing, and running apps—trusted by startups and Fortune 100s alike. We’re growing fast and just getting started. Come join us for a whale of a ride!The Docker Support team supports customers using the largest and most popular container registry service in the world today, Docker Hub. Millions of users - community developers, open source projects and Independent Software Vendors - push and pull Docker container images billions of times through Docker Hub. If you have experience in building support workflows and want to play a critical role in the evolution of Docker’s next chapter, then this role is for you.We are seeking a Senior Support and Enablement Operations Analyst who combines deep technical operations expertise with strong data analysis skills to optimize our support operations and tech stack.. This role requires someone who is eager to collaborate with different functions and dive into projects, big and small, to create a first in class support experience internally and externally. You will work closely with Support, Business Operations, Production Engineering, and Product Management to drive critical, scalable processes.ResponsibilitiesBuild and maintain functionality and processes leveraging Salesforce for scalable case management and escalation processCreate and update documentation related to the the teams workflows and automationsGenerate and analyze reports for support, provisioning, and enablement functions to ensure meeting key KPIs (i.e.SLAs) and opportunities for operational improvementsCollaborate with Product, Engineering, and Customer Success teams to relay feedback and trends on cross functional support issues and customer experienceQualifications4+ years in support operations or similarExperience with admin tasks in Salesforce (ideally related to Service Cloud)Sigma, Tableau, or a similar reporting and visualization toolProficiency with Excel/Google sheetsGood written communication skillsAbility to work remotely across time zonesExperience building and optimizing intelligent automations using AI tools, integration platforms, and workflow technologiesWorking knowledge of SQL and data modeling concepts including table relationships, joins, and query optimizationWhat to expect First 30 days:Onboarding activities to follow in the first 2 weeksMeet the support team and other people you will have to interact withUnderstand the values of DockerUnderstand the team missionStart diving into the different toolsFirst 90 days:Feel comfortable with the environmentMeet people across the companyTake part in cross functional meetings and projectsLearn about current state of automations and workflows for the Support and Enablement teamOne Year OutlookHave established strong relationships with all team members and cross functional teamsMake recommendations and contribute ideas to help improve our current automationsBe a part of building a first class Salesforce Service Cloud environmentBuild reportingDocker does not offer visa sponsorship for this role.We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on April 13, 2024.Please see the independent bias audit report covering our use of Covey here.PerksFreedom & flexibility; fit your work around your lifeDesignated quarterly Whaleness Days plus end of year Whaleness breakHome office setup; we want you comfortable while you work16 weeks of paid Parental leaveTechnology stipend equivalent to $100 net/monthPTO plan that encourages you to take time to do the things you e ... (truncated, view full listing at source)