Chainguard is hiring a
Technical Support Engineer

Summary

Join our team as a Senior Technical Support Engineer and be part of the Customer Success organization at Chainguard, working directly with customers and collaborating across multiple cross-functional teams.

Requirements

• 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 have hands-on experience 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

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