|
*Must cover Pacific Time Zone. Able to work a non traditional shift of Tuesday - Friday 9am to 5pm Pacific time and Saturday 7am - 3pm Pacific time.*
The role, in a nutshell:
As a Technical Support Engineer, you will be part of the Customer Success organization at Chainguard. You will work directly with our customers and collaborate closely across multiple cross functional teams. In this role, you are “Customer Obsessed” by ensuring customer issues are solved in a timely and thorough manner. You are an early career professional with a high technical aptitude and a passion for highly complex technical problem solving. You love to resolve 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
- 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
- Raise issues, bugs, and feature requests to the engineering and product 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
- Eventually, participate in an on-call rotation for after hours, holiday, and weekend support coverage
- Able to work a non traditional shift of Tuesday - Friday 9am to 5pm Pacific time and Saturday 7am - 3pm Pacific time
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 for customers
- Minimum of a bachelor's degree (STEM field preferred), or equivalent work experience
- 1-2 years of experience working with Docker and Kubernetes
- Familiar with CI/CD, Terraform, GitHub
- Passion about providing a superior customer experience
- Desire to collaborate effectively with cross functional engineering teams and business partners
- Bonus points include interest or experience in modern security frameworks and protocols, software supply chain security, and vulnerability scanning
- Start up experience preferred
|
