Principal Support Engineer

Docker has been one of the most loved brands in developer tooling, trusted by more than 20 million monthly users and over 20 billion container image pulls. From solo founders to the world's largest companies, developers rely on Docker to build, share, and run their applications across our suite of products including Docker Desktop, Docker Hub, and Docker Scout. We are a globally distributed, remote-first team building the tools that define how software gets built and delivered. As AI agents redefine software development, Docker is at the center of that shift, providing the sandboxed environments, verified images, and secure infrastructure that make autonomous workflows trustworthy by default. Docker 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. 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. Responsibilities: - 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 Minimum 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 Docker does not offer visa sponsorship for this role. Perks - 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 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. #LI-REMOTE