Senior Technical Support Engineer - West

The role, in a nutshell:

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. You love to resolve complex technical challenges for customers and use your in-depth knowledge gained through these challenges to improve the customer experience.

What you’ll do:

• 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 Go-to-market (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
• Eventually, participate in an on-call rotation for after hours, holiday, and weekend support coverage

What we're looking for:

• 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
• 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