Senior Implementation Engineer - Customer Onboarding (East Coast Time Zone) at Docker

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. The Docker Customer Success team 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 highly skilled, experienced and motivated individual to join Docker to execute our customer onboarding initiatives! This key role focuses on guiding customers just getting started with Docker, providing a smooth and seamless onboarding process. You will play a pivotal role in enhancing customer experiences, ensuring timely provisioning, effective onboarding of Docker products, and maintaining high levels of customer satisfaction during internal transitions from team to team! Please note: this role is 100% remote, and is only open to candidates currently living and working in the United States or Canada, in the Eastern Time Zone. We are unable to offer any type of visa/immigration sponsorship for this role. ROLE RESPONSIBILITIES: Customer Onboarding and Provisioning: - Partner with Customer Success, Sales, Operations, and Support teams to establish and refine operations related to onboarding our customers - Guide customers through the initial customer journey points and deliver customer centric solutions to improve overall customer experience - Iterate and improve on strategies and automations that streamline current workflows and tooling - Contribute to team knowledge base when finding solutions to common situations - Carry out day-to-day strategies for new customer onboarding, targeting rapid execution with minimal friction - Ensure smooth transitions between CS, Sales, Onboarding, and Support Teams and foundational success for ongoing customer relationships - Provide personalized customer onboarding with efficient, automated workflows. - Exercise clear communication and collaboration strategies to ensure smooth customer transitions and scalability. Customer Experience and Relationship Management: - Build and maintain strong relationships with customers throughout their onboarding and migration journey before transitioning to Customer Success Management - Champion a customer-first approach that balances personalized support with scalable processes. Success Metrics: - Maintain target metrics related to provisioning, new customer onboarding efficiency, customer satisfaction, revenue impact, process optimization, scalability, team performance, and strategic alignment. REQUIRED CANDIDATE QUALIFICATIONS FOR THIS ROLE: - Minimum 4+ years of professional, full-time, post-grad experience working with external customers; Internal sales, support and success teams in a similar customer onboarding/implementation engineering role - Must have direct customer-facing, professional client/customer onboarding experience - Demonstrated, deep understanding & experience working with SaaS platforms and cloud-based technologies - Strong cross functional collaboration and customer relationship management - Excellent problem-solving, and communication skills - Proven track record of adapting, evolving, and continuously learning about cutting edge technologies Your traits and characteristics: - You are a natural leader - You are excited to work in a start-up environment; you get in the weeds as part of the team - You are smart, innovative, and fun. You bring a sense of humor and humility to work every day! - You maintain a customer-centric mindset - You love finding solutions to challenging problems - You are not afraid of conflict and difficult conversations and value transparent communication WHAT TO EXPECT FIRST 30 DAYS: - You’ll complete onboarding activities in the first 2 weeks - You will meet the Customer Engineering, Sales, Operations, Enablement and Support teams - We’ll dive into the Docker Virtues and the team mission - You’ll begin understanding the Docker technology and Support tools used in your role FIRST 90 DAYS: - You’ll feel comfortable with the environment - You’ll meet more people across the company - You’re engaging with customers and plotting out their individualized onboarding path FIRST YEAR: - You’ve established strong relationships with all team members and cross functional teams - You’re comfortable executing and improving day to day processes - You have autonomy over your day-to-day planning of customer onboarding Docker does not offer visa sponsorship for this role. We are unable to make exceptions to this, at this time. Thank you for your consideration! We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound [Upgrade to PRO to see link] on April 13, 2024. Please see the independent bias audit report covering our use of Covey here [Upgrade to PRO to see link] 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 - Technology stipend equivalent to $100 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