Senior Technical Support Engineer - Remote

Overview

As a Senior Technical Support Engineer, you will be part of the Customer Success 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.

In Short

• 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.
• Regularly create and manage Knowledge Base content.

Requirements

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

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.
• 100% Covered Health Insurance: We cover 100% of your health, vision and dental insurance premiums for you and your dependents.
• ∞ 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.