Senior Technical Support Engineer

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

📋 Description

• Serve as the primary point of contact: Evaluate, investigate, manage, and resolve intricate customer issues related to Chainguard Images.

• Escalate with discernment: Collaborate with the Engineering team when situations become critical.

• Communicate professionally: Keep customers (and your SLAs) satisfied, informed, and impressed.

• Translate technical jargon: Clarify concepts for both technical experts and non-technical individuals.

• Document thoroughly: Produce comprehensive reports on new issues and enhance the Knowledge Base with valuable insights.

• Embrace your inner detective: Organize your queue effectively, ensure clear communication, and proactively steer issues to resolution.

• Speak up intelligently: Report bugs, feature requests, and underlying issues to Engineering and GTM teams.

• Learn and teach continuously: Pursue new challenges, share knowledge, and perhaps impart your favorite GitHub tricks to others.

• Be available when necessary: Join an on-call rotation for after-hours, weekend, and holiday support.

⛳️ Requirements

• You possess over 5 years of experience supporting enterprise customers with a confident and composed demeanor.

• You have accumulated 3+ years of experience with Linux, Docker, and Kubernetes. You envision your work in containers.

• You provide exceptional customer experiences through outstanding written and verbal communication skills.

• You are a unifying force across teams, collaborating with Engineering, Customer Success, and more.

• You are at ease in the DevOps environment: CI/CD, Linux, GitHub, Helm Charts, Terraform, Open source, and associated technologies.

• Experience with AWS, Azure, or GCP is required; AWS EKS experience is a bonus.

• Additional praise if you have worked with security frameworks, software supply chain security, or vulnerability scanning.

• Extra credit if you hold CKA, CKAD, CKS, or KCSA certifications and aim to become a future Kubestronaut.

• Previous startup experience is a plus. You are accustomed to fast-paced environments.

• You are an inquisitive individual who learns more rapidly than a hyperactive squirrel.

• You possess a bachelor’s degree (STEM preferred) or have equivalent experience from the real world.

🏝️ 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.

• Our Approach to Equity: Obtain stock options upon hiring and promotion. Additionally, you can take part in secondary offerings and have 10 years to exercise your options (yes, you read that right: 10 years!).

• 100% Covered Health Insurance: We fully cover your health, vision, and dental insurance premiums for you and your dependents. Nothing is deducted from your paycheck.

• ∞ Flexible Time Off: Take the necessary time off; to perform at our best, we need to recharge and reset.

• 18 Weeks Paid Parental Leave: We provide 18 weeks for birthing parents and 12 weeks for non-birthing parents, with the flexibility to take it all at once or spread it throughout your child’s first year.