Senior Technical Support Engineer, East

Overview

Senior Technical Support Engineer who acts as the frontline for complex customer issues with Chainguard Images, working with Engineering to resolve bugs and communicating clearly with both technical and non-technical customers.

What you'll do

• Triage, investigate, manage, and resolve complex customer issues involving Chainguard Images.
• Escalate issues to the Engineering team when needed.
• Communicate with customers to keep them informed and meet SLAs.
• Explain technical concepts clearly to both technical and non-technical audiences.
• Create detailed write-ups of new issues and contribute Knowledge Base articles.
• Prioritize your own queue, drive clarity in communication, and proactively guide issues to resolution.
• Escalate bugs, feature requests, and issues to Engineering and GTM teams.
• Share knowledge and teach others.
• Participate in an on-call rotation for after-hours, weekend, and holiday support.

What you'll need

• 5+ years supporting enterprise customers.
• 3+ years of experience with Linux, Docker and Kubernetes.
• Stellar written and verbal communication skills.
• Experience supporting teams across Engineering, Customer Success, and other functions.
• Comfort with DevOps tools and practices: CI/CD, Linux, GitHub, Helm Charts, Terraform, and open source.
• Bachelor's degree (STEM preferred) or equivalent experience.

Nice to have

• Experience with AWS, Azure, or GCP.
• AWS EKS experience.
• Experience with security frameworks, software supply chain security, or vulnerability scanning.
• CKA, CKAD, CKS or KCSA certifications.
• Startup experience.

Details

• Remote role; locations listed as Canada - Remote and United States - Remote.
• On-call rotation for after-hours, weekend, and holiday support.