Senior Director, Support

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.

Qualifications

• 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.

Bonus

• 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.

What to Expect

First 30 Days

• 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.

First 90 Days

• 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.

One-Year Outlook

• 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.