Senior Technical Support Engineer

Summary

Join Chainguard as a Senior Technical Support Engineer and become part of a customer-obsessed team dedicated to providing secure open-source software solutions. You will work directly with customers, collaborating across multiple teams to resolve complex technical issues related to Chainguard Images. This role requires strong technical expertise, excellent communication skills, and experience supporting enterprise customers. You will investigate and resolve issues, communicate with customers, document findings, and collaborate with engineering and product teams. The ideal candidate possesses a minimum of 5 years of experience in a highly technical support role and familiarity with CI/CD, Docker, Kubernetes, GitHub, and Terraform. Chainguard offers competitive benefits, including unlimited PTO, remote work flexibility, and comprehensive health insurance.

Requirements

• You must be a curious individual who is continuously learning, has a strong intellectual drive for excellence, and has the desire to develop solutions to complex problems
• Minimum of a bachelor's degree (STEM field preferred), or equivalent work experience
• 5+ years of experience supporting enterprise customers in a highly technical support role
• Strong experience, and passion for, providing a superior customer experience via thoughtful and excellent written and verbal communication
• Ability to collaborate effectively with cross functional engineering teams and business partners
• Must be familiar with CI/CD concepts, Docker, Kubernetes, GitHub, and Terraform

Responsibilities

• Take ownership of incoming customer issues by triaging, investigating, managing, and resolving complex issues and requests related to Chainguard Images
• Escalate issues to the Engineering team as needed
• Provide timely communication to customers, maintaining prescribed SLAs
• Communicate progress of issues and fixes to both technical and non-technical users
• Use your problem solving and creativity to derive solutions for customers
• Document detailed investigations of new issues
• Prioritize customer cases in your own queue
• Drive communication standards for technically complex issues while maintaining a customer obsessed mindset
• Raise issues, bugs, and feature requests to the engineering and product teams
• Effectively manage customers and internal stakeholders to proactively drive issues to resolution
• Drive requirements for supporting the product along with the wider Go-to-market (GTM) teams
• Regularly create and manage Knowledge Base content
• Proactively seek out learning opportunities and challenges
• Be a team player - collaborating, teaching, and learning across several different cross functional groups
• Eventually, participate in an on-call rotation for after hours, holiday, and weekend support coverage

Preferred Qualifications

• Bonus points include interest or experience in modern security frameworks and protocols, software supply chain security, and vulnerability scanning
• Startup experience preferred

Benefits

• Equity/stock options
• Unlimited PTO
• Remote work with flexible coworking and team meetup opportunities
• Home office and internet stipend
• 100% health/dental/vision insurance coverage for you and your family
• Monthly Wellness budget