Senior Technical Support Engineer

The Role, in a Nutshell

As a Senior Technical Support Engineer, you will be part of the Support Engineering organization at Chainguard, working directly with our customers and collaborating closely across multiple cross-functional teams. 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
• Escalate issues to the 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 wider Go-to-market (GTM) teams
• Regularly create and manage Knowledge Base content
• Proactively seek out learning opportunities and challenges
• Be a team player - collaborating, teaching, and learning across several different cross-functional groups
• 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
• 3+ years of experience working with Docker and Kubernetes
• 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, customer success and business partners
• Must be familiar with CI/CD concepts, Linux, Docker, Kubernetes, GitHub, Helm Charts and Terraform
• Bonus points include interest or experience in modern security frameworks and protocols, software supply chain security, and vulnerability scanning
• Startup experience preferred

Base Salary Range

$170,000 - $212,000 AUD

About Us

Chainguard is the secure foundation for software development and deployment. By providing guarded open-source software, built from source and updated continuously, Chainguard helps organizations eliminate threats in their software supply chains. Founded by the industry's leading experts on open-source software, security and cloud-native development, Chainguard has built the largest library of open-source software that is secure by default. Chainguard’s mission is to be the safe source for open source.

Company Values

• We are customer obsessed - We focus on delivering solutions to our customers that create value and make their lives better.
• We have a bias for intentional action - We prioritize, plan, try things, and fail fast.
• We don’t take ourselves too seriously (but we do serious work) - We are solving an important problem which takes focus, but we also like to enjoy the journey.
• We trust each other and assume good intentions - We’re transparent with decisions to empower team members to make well-informed decisions.

Benefits

• Flexible & Remote-First Culture: Work remotely with team meetup opportunities, bi-annual destina