Senior Technical Support Engineer - Remote

Overview

As a Senior Technical Support Engineer, you will be part of the Support Engineering organization at Chainguard, working directly with our customers and collaborating closely across multiple cross functional teams. You are an experienced enterprise software support professional with a high technical aptitude and a passion for highly complex technical problem solving. You love to resolve complex technical challenges for customers and use your in-depth knowledge gained through these challenges to improve the customer experience.

In Short

• Take ownership of incoming customer issues 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 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.
• Raise issues, bugs, and feature requests to the engineering and product teams.
• Participate in an on-call rotation for after hours support coverage.

Requirements

• Curious individual with a strong intellectual drive for excellence.
• 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 in providing a superior customer experience.
• Ability to collaborate effectively with cross functional teams.
• Familiarity with CI/CD concepts, Linux, Docker, Kubernetes, GitHub, Helm Charts, and Terraform.
• Bonus points for interest in modern security frameworks and protocols.
• Startup experience preferred.

Benefits

• Flexible & Remote-First Culture with coworking stipend.
• Receive stock options upon hire and promotion.
• 100% Covered Health Insurance for you and your dependents.
• ∞ Flexible Time Off to recharge and reset.
• 18 Weeks Paid Parental Leave for birthing and non-birthing parents.
• For a full list of benefits, click here.