Staff Support Tooling Engineer

About Docker

Docker has established itself as a leader and beloved brand in developer tooling, trusted by over 20 million monthly users and facilitating more than 20 billion container image pulls. Its products, including Docker Desktop, Docker Hub, and Docker Scout, empower developers ranging from individual founders to global enterprises to build, share, and run applications efficiently.

As a globally distributed, remote-first organization, Docker is innovating in the era of AI-driven software development by providing sandboxed environments, trusted verified images, and secure infrastructure for autonomous workflows.

Role Overview

We are searching for a skilled Staff Support Tooling Engineer to join our Support Engineering team and enhance the delivery of our agentic platform. This role demands a highly proficient software engineer comfortable with leveraging AI-assisted development tools (e.g., Cursor, Codex, Claude) to accelerate coding while maintaining rigorous standards for testing, code review, evaluation, and production reliability. You will collaborate closely with the Principal Engineer and Support Engineering leadership to produce scalable, dependable solutions across UI, APIs, integrations, data layers, and agent-driven workflows with comprehensive observability and disciplined operational hygiene.

Key Responsibilities

• Develop agentic automation workflows featuring structured inputs, API/tool calls, regression testing, observability, and secure human handoffs.
• Collaborate with principal engineers and cross-functional teams to identify challenges, deliver solutions, analyze impact, and iterate based on real-world usage.
• Design, build, and maintain end-to-end support tooling encompassing UI components, backend APIs, background processing, and system integrations.
• Integrate CRM, data warehouses, ticketing, incident management, and knowledge base systems with robust contracts, retry strategies, idempotency mechanisms, and thorough audit records.
• Enhance system reliability, performance, and user trust through comprehensive metrics, logging, distributed tracing, operational dashboards, and best production practices.
• Create secure tool access paradigms enforcing least-privilege permissions, audit trails, and formal human approvals for sensitive operations.
• Participate in on-call rotations supporting your team’s owned systems.

Required Qualifications

• Extensive practical experience (6+ years) in building robust production web apps, backend services, internal platforms, or distributed systems.
• Proficient software engineering skills in TypeScript with React and Go, or an equivalent backend programming language actively used in production environments.
• Demonstrated ability to deliver reliable software through all lifecycle phases, including design, testing, debugging, documentation, and code reviews.
• Hands-on experience applying large language model (LLM) patterns such as tool or function invocation, structured data output, retrieval strategies, evaluation methodologies, and orchestrated agent workflows.
• Skilled at developing integrations involving RESTful APIs, webhooks, message queues, data platforms, and workflow automation services.
• Familiarity with production observability practices including logging, metrics collection, tracing, dashboard creation, and incident response protocols.
• Excellent written and verbal communication capabilities suited for remote collaboration and technical documentation.

Preferred Qualifications

• Experience with agent or workflow orchestration frameworks, evaluation tools, tracing utilities, or multi-client platform (MCP) tool server environments.
• Knowledge of Salesforce, Snowflake, subscription management, billing systems, or incident management tools.
• Background in support, ticketing, customer operations, or go-to-market technology platforms.
• Hands-on experience with Kubernetes, cloud infrastructure, CI/CD pipelines, and internal deployment systems.

Onboarding & Growth Expectations

First 90 Days:

• Rapidly learn Docker’s platform, support processes, and case datasets.
• Establish secure system integrations that provide agents with real-time context.
• Develop and validate a shadow-mode triage agent on actual case volumes.
• Automate case research through real-time enrichment tools.
• Build evaluation and tracing frameworks to ensure high agent quality.
• Implement human approval checkpoints and minimum privilege access controls.
• Achieve measurable improvements in handling the initial ticket type.

First Year:

• Deploy Account & Billing agents from monitoring phases to gated automated resolutions.
• Reduce service costs and average handling times for high-volume support cases.
• Launch multiple additional production agents from the strategic roadmap.
• Enhance resolution speed and premium service-level agreement fulfillment at scale.
• Standardize evaluation methods, safety guardrails, and monitoring across the support platform.
• Expand support capacity efficiently without proportional headcount increases.

Work Environment & Culture

• Engage in projects of moderate scale and complexity impacting team and adjacent functions.
• Receive general guidance on routine tasks and detailed support for novel or complex challenges.
• Enjoy opportunities for project leadership, mentorship, and development of strategic thinking skills.
• Exercise independent judgment within established processes while contributing to ongoing process improvements.

Additional Information

Visa sponsorship is not provided for this position.

Compensation & Benefits

The compensation package includes base salaries ranging from CAD 243,250 to CAD 347,500 (Canada) and USD 175,350 to USD 250,500 (United States) plus equity ownership.

• Flexible work arrangements tailored to work-life balance.
• Designated quarterly "Whaleness Days" and additional end-of-year breaks.
• Support for home office setups to ensure comfort.
• 16 weeks of paid parental leave following six months of employment.
• Monthly technology stipend equivalent to $100 USD net.
• Encouraged paid time off with flexible PTO policies.
• Training budget for educational courses, conferences, and classes.
• Stock equity options to share in company growth.
• Company-branded merchandise (swag).
• Medical benefits, retirement plans, and holidays that vary by country.
• Remote-first culture supported by offices in Seattle and Paris.

Commitment to Diversity

Docker is dedicated to building a diverse, inclusive team representing varied backgrounds and perspectives, strengthening the company through inclusion and equity.