Senior Technical Support Engineer

At Chainguard, we are on a mission to secure the software supply chain by default. We are choosing to do this the right way, which is the hard way. Some have even called us "the Justice League of security." Our team is founded by the industry's leading experts on open source software, security and cloud native development and is backed by Sequoia, Amplify Partners, the Chainsmokers and more. Chainguard's product portfolio includes Chainguard Enforce, Chainguard Images and Professional Services. Customers range from Fortune 500 companies in banking, fintech, government and infrastructure to startups and SMBs. Join us as we help organizations secure their software supply chain from source to production.

About Us

We live and breathe our company values:

We are customer obsessed - Our true advantage is the strength of our relationships with customers through collaboration, empathy, and responsiveness. We establish trust as we educate, advocate, and listen to their needs. Our focus is on delivering solutions to our customers that create value and make their lives better.

We have a bias for intentional action - We're a start-up and we need to move fast. However we need to move fast through intentional action to make sure we're able to deliver quickly and efficiently on what is most impactful to our collective success. We prioritize, plan, try things, and fail fast. We think about how what we do impacts other teams and communicate our progress - owning the whole solution from start to finish. If we move fast enough, we can make two or three mistakes, learn, and correct them before competitors even make their first decision.

We don't take ourselves too seriously (but we do serious work) - Though we are solving an important problem which takes focus and a degree of seriousness, we don't take ourselves too seriously while we do. We laugh, have fun, embrace uniqueness, and enjoy the journey. Together.

We trust each other and assume good intentions - We hire great team members and trust them to do their work. We're transparent with data, news, and decisions - positive or negative - to empower team members to make well informed decisions. Showing up for each other fully means we celebrate each other's accomplishments as well as give compassionate direct feedback when needed. We always default to assuming good intentions.

The role, in a nutshell:
As a Senior Technical Support Engineer, you will be part of the Customer Experience group at Chainguard as the inaugural member of our Technical Support team, working directly with our customers and collaborating closely with our Solutions Architects on the Customer Engineering team. 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 and Chainguard Enforce
• Escalate issues to the Customer 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 Customer Engineering team
• Regularly create and manage Knowledge Base content
• Proactively seek out learning opportunities and challenges
• Be a team player - collaborating, teaching, and learning from the Customer Engineering team
• Eventually, 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
• 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 and business partners
• Bonus points include experience with Docker containers or Go, and an interest in modern security standards and protocols

A few of the benefits we offer:

• Equity/stock options
• Unlimited PTO
• Remote work with flexible coworking and team meetup opportunities
• Home office and internet stipend
• 100% health/dental/vision insurance coverage for you and your family

If your experience is close but doesn't fulfill all requirements, please apply. Chainguard is on a mission to build the best team. To achieve our goal, we are focused on hiring "Guardians'' 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.

By submitting your application, you acknowledge that Chainguard will process your personal data in accordance with Chainguard's Privacy Policy.