Senior Director, Support

As Senior Director, Support, you will own the strategy, operations, and outcomes of Docker’s global Support organization. You’ll lead a high‑performing, customer‑obsessed team across time zones, elevate our enterprise experience, and deliver measurable customer value at scale. This role requires a visionary leader and change-agent who can drive transformation initiatives that position the support organization as a key driver of customer value. You will design and deliver an integrated, modern support experience that spans in-product surfaces, web, multi-channel contact, and enterprise live support and employs cutting-edge innovations using generative AI, automation, and self-serve. You will own the business (planning, budgeting, costs, OKRs, support solutions roadmap). This role partners closely with Engineering, Product, Success and sales to set a strategic vision and scale the organization cost effectively.

You will set the multi‑year support strategy and annual operating plan; refine the org structure, roles (L1–L3, escalations, tooling and operations), and global coverage model. Also, you will drive revenue through Premium support and maintain a robust knowledge management program and deflection strategy (runbooks, KB, in‑product guidance, community).