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 integrationsIntegrate 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 practicesBuild safe tool access patterns with least-privilege permissions, audit trails, and human approval for sensitive actionsParticipate in on-call rotation for systems your team ownsMinimum 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 systemsStrong software development skills with TypeScript/React and Go, or a comparable backend language used in productionHands-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 platformsProduction familiarity with observability and operations, including logging, metrics, tracing, dashboards, and incident responseStrong 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 serversSalesforce, Snowflake, subscription, billing, or incident management integrationsSupport, ticketing, customer operations, or go-to-market systems experienceKubernetes, cloud services, CI/CD, and internal platform deployment experience What to Expect First 90 DaysRamp fast on Docker's products, support workflows, and case dataSecure access and stand up integrations that feed agents live contextShip a shadow-mode triage agent and validate it on real case volumeCut manual research with automated, real-time case enrichmentBuild the eval and tracing harness that proves agent qualityEstablish human-approval gates and least-privilege tool accessDeliver a measurable efficiency win on the first ticket type First YearTake Account & Billing agents from shadow to gated auto-resolveCut cost-to-serve and handle time across the highest-volume casesDeliver multiple production agents from the wish listImprove resolution speed and Premium SLA attainment at scaleStandardize evals, guardrails, and observability across the platformExpand support capacity without proportional headcount growth How We WorkScope & Complexity: You'll work on projects of moderate scope and complexity with significant impact on your team and related teamsGuidance: You'll receive general instructions on routine work and more detailed guidance on new or complex tasksGrowth: You'll have opportunities to lead projects, mentor teammates, and develop emerging strategic thinking skillsAutonomy: You'll exercise judgment within defined processes while contributing to process improvements Docker does not offer visa sponsorship for this role. PerksFreedom & flexibility; fit your work around your lifeDesignated quarterly Whaleness Days plus end of year Whaleness breakHome office setup; we want you comfortable while you work16 weeks of paid Parental leave (after 6 months of employment)Technology stipend equivalent to $100 USD net/monthPTO plan that encourages you to take time to do the things you enjoyTraining stipend for conferences, courses and classesEquity; we are a growing start-up and want all employees to have a share in the success of the companyDocker SwagMedical benefits, retirement and holidays vary by countryRemote-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