Principal Support Engineer

Role Description

We are seeking a Senior Software Engineer, Agentic Platform to join Support Engineering and accelerate delivery of our agentic platform. You are a strong software engineer first - fluent in modern AI-assisted development (Cursor, Codex, Claude) as a force multiplier, but disciplined about shipping: tests, review, evals, and production hygiene are non-negotiable.

Working in strong partnership with the Principal Engineer and Support Engineering leadership, this is reliable vibe coding at scale - fast iteration with AI tools, never at the expense of dependable systems. You provide broad coverage across UI, APIs, integrations, data surfaces, and agentic workflows, with observability, 12-factor discipline, and safe human handoff.

• Build agentic and automation workflows with structured inputs, tool calls, evaluation, regression checks, observability, and safe handoff.
• Partner with the principal engineer, Support Engineering, and operations teams to define problems, ship solutions, measure impact, and iterate from real usage.
• Design, develop, and maintain full-stack support tooling, including UI, APIs, background jobs, and service integrations.
• Integrate CRM, warehouse, ticketing, incident management, and knowledge systems with clear contracts, retries, idempotency, and auditability.
• Improve reliability, performance, and trust through metrics, logs, traces, dashboards, and production operating practices.
• Build safe tool access patterns with least-privilege permissions, audit trails, and human approval for sensitive actions.
• Participate in on-call rotation for systems your team owns.

Qualifications

• Daily fluency with AI-assisted development (Cursor, Codex, Claude, or similar) paired with the judgment to keep output reviewable, testable, and production-safe.
• 6+ years of experience building production web applications, backend services, internal platforms, or distributed systems.
• Strong software development skills with TypeScript/React and Go, or a comparable backend language used in production.
• Hands-on experience shipping reliable software from design through delivery, including testing, debugging, documentation, and code review.
• Practical experience with LLM application patterns such as tool/function calling, structured outputs, retrieval, evaluation, or agent orchestration.
• Experience building integrations across REST APIs, webhooks, queues, data systems, or workflow platforms.
• Production familiarity with observability and operations, including logging, metrics, tracing, dashboards, and incident response.
• Strong written and verbal communication in a remote environment, including technical documentation and cross-team collaboration.

Nice to Have Qualifications

• Agent or workflow orchestration platforms, eval frameworks, tracing tools, or MCP-style tool servers.
• Salesforce, Snowflake, subscription, billing, or incident management integrations.
• Support, ticketing, customer operations, or go-to-market systems experience.
• Kubernetes, cloud services, CI/CD, and internal platform deployment experience.

What to Expect

• First 90 Days:
  • Ramp fast on Docker's products, support workflows, and case data.
  • Secure access and stand up integrations that feed agents live context.
  • Ship a shadow-mode triage agent and validate it on real case volume.
  • Cut manual research with automated, real-time case enrichment.
  • Build the eval and tracing harness that proves agent quality.
  • Establish human-approval gates and least-privilege tool access.
  • Deliver a measurable efficiency win on the first ticket type.
• First Year:
  • Take Account & Billing agents from shadow to gated auto-resolve.
  • Cut cost-to-serve and handle time across the highest-volume cases.
  • Deliver multiple production agents from the wish list.
  • Improve resolution speed and Premium SLA attainment at scale.
  • Standardize evals, guardrails, and observability across the platform.
  • Expand support capacity without proportional headcount growth.

How We Work

• Scope & Complexity: You'll work on projects of moderate scope and complexity with significant impact on your team and related teams.
• Guidance: You'll receive general instructions on routine work and more detailed guidance on new or complex tasks.
• Growth: You'll have opportunities to lead projects, mentor teammates, and develop emerging strategic thinking skills.
• Autonomy: You'll exercise judgment within defined processes while contributing to process improvements.

Benefits

• Freedom & flexibility; fit your work around your life.
• Designated quarterly Whaleness Days plus end of year Whaleness break.
• Home office setup; we want you comfortable while you work.
• 16 weeks of paid Parental leave (after 6 months of employment).
• Technology stipend equivalent to $100 USD net/month.
• PTO plan that encourages you to take time to do the things you enjoy.
• 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.
• Remote-first culture, with offices in Seattle and Paris.

Company Description

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.