Senior Technical Support Engineer

Summary

Join Chainguard as a Senior Technical Support Engineer and become part of a supportive team working directly with customers and collaborating across multiple teams. You will be responsible for resolving complex technical issues related to Chainguard Images, escalating issues to the engineering team, and providing timely communication to customers. Your problem-solving skills will be crucial in deriving solutions and documenting investigations. You will also manage customer cases, drive communication standards, and raise issues/feature requests to relevant teams. This role requires strong collaboration skills and participation in on-call rotation. The ideal candidate possesses a strong intellectual drive, a passion for problem-solving, and a minimum of 5 years of experience supporting enterprise customers in a highly technical role.

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
• 3+ years of experience working with Docker and Kubernetes
• 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, customer success and business partners
• Must be familiar with CI/CD concepts, Linux, Docker, Kubernetes, GitHub, Helm Charts 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
• Participate in an on-call rotation for after hours, holiday, and weekend support coverage

Preferred Qualifications

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

Benefits

• Flexible & Remote-First Culture: Work remotely with team meetup opportunities, bi-annual destination summits, and a $400 monthly stipend for coworking spaces, phone and internet costs
• Our Approach to Equity: Receive stock options upon hire and promotion. Plus, you can participate in secondary offerings and have 10 years to exercise your options (yes, you read that correctly: 10 years!)
• 100% Covered Health Insurance: We cover 100% of your health, vision and dental insurance premiums for you and your dependents. Nothing comes out of your paycheck
• ��� Flexible Time Off: Take the time you need – to do our best work, we need to recharge and reset
• 18 Weeks Paid Parental Leave: We offer 18 weeks for birthing parents and 12 weeks for non-birthing parents, with the option to use it all at once or throughout your child's first year