Senior Technical Support Engineer

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

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

• Collaborate with Engineering when escalations are necessary.

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

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

• Develop comprehensive issue documentation and Knowledge Base articles.

• Manage the support queue effectively and proactively steer issues towards resolution.

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

• Commit to continuous learning, sharing insights, and mentoring colleagues.

• Participate in an on-call rotation, covering after-hours, weekends, and holidays.

⛳️ Requirements

• Over 5 years of experience in supporting enterprise customers.

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

• Exceptional customer service skills with strong written and verbal communication abilities.

• Experience in cross-functional support across Engineering, Customer Success, and other teams.

• Proficient with CI/CD, Linux, GitHub, Helm Charts, Terraform, open source, and DevOps tools.

• Experience with AWS, Azure, or GCP; AWS EKS experience is advantageous.

• Familiarity with security frameworks, software supply chain security, or vulnerability scanning is a plus.

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

• Experience in a startup environment is a plus.

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

🏝️ 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.

• Receive stock options upon hiring and promotion.

• Participate in secondary offerings with a 10-year window to exercise your options.

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

• ∞ Flexible Time Off.

• 18 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents, with the flexibility to utilize it all at once or spread it throughout the child's first year.