Senior Technical Support Engineer

The role, in a nutshell:

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.

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

• 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

• 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 

Base Salary Range

$165,000 - $185,000 AUD

About Us

Chainguard is the secure foundation for software development and deployment. By providing guarded open source software, built from source and updated continuously, Chainguard helps organizations eliminate threats in their software supply chains.

Founded by the industry's leading experts on open source software, security and cloud native development, Chainguard has built the largest library of open source software that is secure by default. 

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.

A few of the benefits we offer:

• 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 (yes, you read that correctly: 10 years!). 

• 100%  Covered Health Insurance: We cover 100% of your health, vision and dental insurance premiums for you and your dependents. Nothing comes out of your paycheck. 

• ∞ 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, with the option to use it all at once or throughout your child's first year.

• For a full list of our benefits and rewards, click here.

If your experience is close but doesn’t fulfill all requirements, please apply. We’re building the best team in technology and are focused on hiring “Chainguardians'' with unique backgrounds, perspectives, and experiences.

Chainguard is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

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