Senior Technical Support Engineer

The Role In a Nutshell

Chainguard is seeking a Senior Technical Support Engineer who excels at problem-solving, technical translation, and customer advocacy. You will be the primary contact for customers encountering issues with Chainguard Images, meticulously investigating technical challenges, providing timely updates, and collaborating with the Engineering team to resolve bugs proactively. This role involves complex issue resolution using modern tools like Docker, Kubernetes, GitHub, Helm charts, and Terraform, focusing on delivering world-class support and shaping future support strategies. It's a role promising serious work, a fun team, and significant impact.

What You’ll Do

• Be the frontline agent: Triage, investigate, manage, and resolve complex customer issues involving Chainguard Images.
• Escalate wisely: Engage the Engineering team when issues require deeper technical intervention.
• Communicate like a pro: Ensure customers are informed, satisfied, and impressed while meeting all service level agreements (SLAs).
• Bridge the tech lingo divide: Clearly explain complex technical concepts to both highly technical and non-technical audiences.
• Document like a librarian: Create detailed write-ups of new issues and contribute helpful content to the Knowledge Base.
• Channel your inner detective: Independently prioritize your work queue, ensure clear communication, and proactively guide issues to resolution.
• Speak up smartly: Effectively communicate bugs, feature requests, and underlying issues to Engineering and Go-To-Market teams.
• Learn, teach, repeat: Continuously seek new challenges, share your knowledge, and mentor others.
• Be there when it counts: Participate in an on-call rotation for after-hours, weekend, and holiday support.

What We're Looking For

• You’ve spent 5+ years supporting enterprise customers with a confident, calm approach.
• 3+ years under your belt with Linux, Docker, and Kubernetes. You dream in containers.
• You deliver top-tier customer experiences with stellar written and verbal communication.
• You're a cross-functional harmony maker supporting teams across Engineering, Customer Success, and more.
• You're comfortable in the DevOps warzone: CI/CD, Linux, GitHub, Helm Charts, Terraform, Open source and all the good stuff.
• Experience with AWS, Azure, or GCP; AWS EKS experience is a plus.
• Extra kudos if you’ve flirted with security frameworks, software supply chain security, or vulnerability scanning.
• Extra kudos if you bring CKA, CKAD, CKS, or KCSA certs and aspire to be a future Kubestronaut.
• Startup experience? Even better. You’ve navigated fast lanes before.
• A curious soul who learns faster than a caffeinated squirrel.
• You hold a bachelor’s degree (STEM preferred) or have equivalent battle scars from the real world.

About Us

Chainguard provides the secure foundation for software development and deployment. By offering guarded open source software, built from source and continuously updated, Chainguard empowers organizations to eliminate threats within their software supply chains. Founded by industry leaders in open source software, security, and cloud-native development, Chainguard has established the largest library of secure-by-default open source software. Chainguard’s mission is to be the safe source for open source.

We Live And Breathe Our Company Values

• We are customer obsessed: We focus on delivering solutions to our customers that create value and make their lives better.
• We have a bias for intentional action: We prioritize, plan, try things, and fail fast.
• We don’t take ourselves too seriously (but we do serious work): We are solving an important problem which takes focus, but we also like to enjoy the journey.
• We trust each other and assume good intentions: We’re transparent with decisions to empower team members to make well informed decisions.

Key skills/competency

• Technical Support
• Customer Service
• Linux
• Docker
• Kubernetes
• DevOps
• CI/CD
• Software Supply Chain Security
• Cloud Platforms (AWS/Azure/GCP)
• Troubleshooting