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Senior Technical Support Engineer

2 mesi fa

Egna, Trentino-Alto Adige, Italia Chainguard A tempo pieno
About Chainguard

Chainguard is a leading provider of secure open source software solutions. Our mission is to empower customers to build securely with open source software across their organizations.

The Role

We are seeking a highly skilled Senior Technical Support Engineer to join our Customer Success organization. As a key member of our team, you will work directly with customers and collaborate closely with cross-functional teams to resolve complex technical issues and improve the customer experience.

Key Responsibilities
  • Triage, investigate, manage, and resolve complex customer 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 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
Requirements
  • 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
  • Hands-on experience with CI/CD concepts, Docker, Kubernetes, GitHub, and Terraform
  • Bonus points include interest or experience in modern security frameworks and protocols, software supply chain security, and vulnerability scanning
  • Startup experience preferred
What 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

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.

For US-based roles - Chainguard participates in E-Verify and will provide the federal government with employee Form I-9 Information to confirm authorization to work in the U.S.