Senior Director, Support

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!

As Senior Director, Support, you will own the strategy, operations, and outcomes of Docker’s global Support organization. You’ll lead a high‑performing, customer‑obsessed team across time zones, elevate our enterprise experience, and deliver measurable customer value at scale.

This role requires a visionary leader and change-agent who can drive transformation initiatives that position the support organization as a key driver of customer value. You will design and deliver an integrated, modern support experience that spans in-product surfaces, web, multi-channel contact, and enterprise live support and employs cutting-edge innovations using generative AI, automation, and self-serve. You will own the business (planning, budgeting, costs, OKRs, support solutions roadmap). This role partners closely with Engineering, Product, Success and sales to set a strategic vision and scale the organization cost effectively.

What You’ll Do

• Set the multi‑year support strategy and annual operating plan; refine the org structure, roles (L1–L3, escalations, tooling and operations), and global coverage model

• Own and drive OKRs and KPIs like CSAT/NPS, SLA/SLO attainment, time to First Response/Resolution, backlog health, deflection, and cost‑to‑serve.

• Build and mentor a diverse leadership bench (managers, leads, principal escalation engineers); establish coaching, career paths, and competency rubrics and OKRs.

• Drive a world‑class incident management program (SEV triage, comms, post‑incident reviews) in strong partnership with Engineering.

• Champion the Voice of the Customer; synthesize insights to influence product roadmap, supportability, and documentation quality.

• Evolve the tooling stack and data pipeline — includes Salesforce Service Cloud, incident.io, knowledge base, AI‑assisted support (agent copilot, auto‑triage/classification, summarization, semantic search/RAG over KB, response suggestion, macros generation), multi‑channel/omnichannel support (email, chat, in‑product, community/forum, Slack Connect, Zoom), a Support Experience Portal ( case creation & tracking, SLA visibility, proactive comms/status), and status communications — for speed and quality.

• Drive revenue through Premium support

• Maintain a robust knowledge management program and deflection strategy (runbooks, KB, in‑product guidance, community).

• Partner with Security/Compliance on processes that meet SOC 2/ISO 27001 and enterprise requirements (privacy, data handling, access controls).

• Partner with Sales, Success and Engineering organization on enterprise escalations, renewals/expansions, and strategic accounts.

• 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.

• Experience bands: 10+ years in technical support, customer engineering, or related fields; 6+ years leading managers and senior ICs in a global org; and 3+ years running follow‑the‑sun operations and SEV/incident programs.

• Leadership scope: leads a global org of ~30–80+ people through 6+ direct manager reports, with budget ownership and vendor management.

• Proven ownership of enterprise‑grade Support KPIs and incident programs for a developer or cloud‑native platform.

• Demonstrated success scaling support organizations (people, process, tooling) in high‑growth environments.

• Hands‑on experience deploying AI/LLM tooling in Support

• Exceptional communication and executive presence; able to drive alignment and outcomes across business functions and with customers and owns Monthly and Quarterly executive reviews

• Builder mindset: data‑driven, systems thinker, comfortable with ambiguity, decisive.

• Detailed experience implementing AI‑assisted support (agent copilot, search/semantic retrieval, RAG, summarization, auto‑triage/classification, quality review) and documentation programs; familiarity with prompt orchestration, embeddings/vector search and privacy/PII redaction

• Background integrating Support with Product analytics and telemetry to anticipate issues and drive prevention.

• Community/support leadership experience in open‑source ecosystems.

• Strong technical aptitude across containers, Kubernetes, CI/CD, networking, and security; able to partner credibly with engineers and architects.

• Onboard to Docker’s mission, values, and operating model.

• Deeply familiarize yourself with our product portfolio, support channels, and customer segments.

• Build strong partnerships with Product, Engineering, Customer Success, and Sales.

• Plug into the team’s rhythm of business (standups, reviews, incident routines) and document current SLAs, workflows, and tools.
  

• Publish a support strategy aligned to the company’s goals, outlining opportunities, risks, and priorities.

• Establish clear OKRs and KPIs, with a predictable reporting and operations cadence (weekly metrics, post-incident reviews, QBRs).

• Launch priority initiatives that improve responsiveness, quality, support experience and self-service.

• Deliver meaningful gains in support performance and customer satisfaction (e.g., SLA attainment, time to resolution, CSAT, support experience).

• Contribute materially to Docker’s strategy and growth through high quality support experience, customer insights and cross-functional execution.

• Institutionalize continuous improvement by implementing process and tooling enhancements informed by the year’s learnings.

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.

Perks

• 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

Docker embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our company will be.

Due to the remote nature of this role, we are unable to provide visa sponsorship.

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