Chainguard

Senior Technical Support Engineer

Chainguard

full-time

Posted on:

Origin:  • 🇺🇸 United States

Visit company website
✨ AI Apply
Manual Apply

Salary

💰 $110,000 - $137,000 per year

Job Level

Senior

Tech Stack

CloudDockerGoKubernetesLinuxOpen SourceTerraform

About the role

  • 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 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

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