Principal Support Engineer

Docker, Inc. is a leading brand in developer tooling, trusted by millions of users globally. They are seeking a Principal Support Engineer to join their Support Engineering team, focusing on building automation workflows and maintaining full-stack support tooling while collaborating closely with engineering and operations teams.

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

Requirements:

• 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
• 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