Senior Technical Support Engineer

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

📋 Description

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

• Escalate concerns to the Engineering team as necessary.

• Maintain communication with customers and adhere to SLAs.

• Articulate technical issues clearly to both technical and non-technical audiences.

• Produce comprehensive issue documentation and Knowledge Base articles.

• Prioritize the support queue and proactively facilitate the resolution of issues.

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

• Share expertise and mentor team members.

• Engage 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 written and verbal communication skills.

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

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

• Familiarity with AWS, Azure, or GCP.

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

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

• Possession of CKA, CKAD, CKS, or KCSA certifications is a plus.

• Prior experience in a startup environment is a plus.

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

🏝️ Benefits

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

• Stock options upon hire and promotion.

• Participation in secondary offerings.

• 10 years to exercise stock options.

• 100% coverage of health, vision, and dental insurance premiums for employees and their dependents.

• Flexible time off.

• 18 weeks of paid parental leave for birthing parents.

• 12 weeks of paid parental leave for non-birthing parents.