Senior Technical Support Engineer

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Assess, investigate, manage, and resolve intricate customer issues related to Chainguard Images.

• Collaborate with the Engineering team for escalated matters.

• Keep customers updated and adhere to service-level agreements.

• Clearly articulate technical concepts to both technical and non-technical audiences.

• Develop comprehensive issue documentation and contribute to the Knowledge Base.

• Manage the support queue effectively and proactively drive issues to resolution.

• Escalate bugs, feature requests, and other concerns to the Engineering and GTM teams.

• Engage in continuous learning, share knowledge, and educate on technical practices.

• Participate in an on-call rotation for after-hours, weekend, and holiday support.

⛳️ Requirements

• Over 5 years of experience supporting enterprise customers.

• More than 3 years of experience with Linux, Docker, and Kubernetes.

• Exceptional customer experience abilities with outstanding written and verbal communication skills.

• Competence in supporting teams across Engineering, Customer Success, and other departments.

• Experience with CI/CD, Linux, GitHub, Helm Charts, Terraform, and open-source technologies.

• Familiarity with AWS, Azure, or GCP.

• AWS EKS experience is an advantage.

• Experience with security frameworks, software supply chain security, or vulnerability scanning is beneficial.

• CKA, CKAD, CKS, or KCSA certifications are advantageous.

• Experience in a startup environment is a plus.

• A Bachelor’s degree (STEM preferred) or equivalent practical experience.

• A strong sense of curiosity and the ability to learn rapidly.

• Willingness to participate in an on-call rotation for after-hours, weekend, and holiday support.

🏝️ Benefits

• Flexible & Remote-First Culture: Work remotely with opportunities for team meetups, bi-annual destination summits, and a monthly stipend for coworking spaces, phone, and internet expenses.

• Stock options granted upon hiring and promotion.

• Opportunity to participate in secondary offerings and a 10-year period to exercise stock options.

• 100% coverage of health, vision, and dental insurance premiums for you and your dependents.

• Unlimited Flexible Time Off.

• 18 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents, which can be taken all at once or spread throughout the child's first year.

• Opportunities for team meetups.

• Bi-annual destination summits.

• Monthly stipend for coworking spaces, phone, and internet expenses.