Remote Technical Support Engineer

Summary

Join Chainguard as a Technical Support Engineer and become a key member of the Customer Success organization. You will directly support customers, collaborating with cross-functional teams to resolve complex technical issues related to Chainguard Images. This role requires strong problem-solving skills, excellent communication, and a passion for providing superior customer experiences. You will triage, investigate, and manage customer issues, ensuring timely resolution while adhering to service level agreements. The ideal candidate possesses a bachelor's degree (STEM preferred) or equivalent experience, 1-2 years of experience with Docker and Kubernetes, and familiarity with CI/CD, Terraform, and GitHub. This position offers a non-traditional work schedule and a competitive salary and benefits package.

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 for customers
• Minimum of a bachelor's degree (STEM field preferred), or equivalent work experience
• 1-2 years of experience working with Docker and Kubernetes
• Familiar with CI/CD, Terraform, GitHub
• Passion about providing a superior customer experience
• Desire to collaborate effectively with cross functional engineering teams and business partners
• Able to work a non traditional shift of Tuesday - Friday 9am to 5pm Pacific time and Saturday 7am - 3pm Pacific time

Responsibilities

• Take ownership of incoming customer issues by triaging, investigating, managing, and resolving complex issues and requests related to Chainguard Images
• 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
• Raise issues, bugs, and feature requests to the engineering and product 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
• Start up 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