Senior Technical Support Engineer

About the Role

Join Chainguard's Support Engineering team as a Senior Technical Support Engineer, where you'll leverage your expertise to resolve complex technical challenges for enterprise customers and enhance their experience through in-depth problem-solving. This is a remote position within the United States.

Responsibilities

• Take ownership of incoming customer issues, triaging, investigating, managing, and resolving complex requests related to Chainguard Images.
• Escalate issues to the Engineering team as needed, ensuring timely resolution.
• Provide timely and clear communication to customers, maintaining prescribed SLAs.
• Communicate progress of issues and fixes to both technical and non-technical users.
• Apply problem-solving skills and creativity to derive effective solutions for customers.
• Document detailed investigations of new issues for knowledge sharing.
• Prioritize customer cases effectively within 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.

Requirements

• Proven experience as an enterprise software support professional.
• High technical aptitude and a passion for highly complex technical problem-solving.
• Demonstrated ability to manage and resolve complex customer issues.
• Strong communication skills, capable of interacting with both technical and non-technical audiences.
• Experience in maintaining and adhering to service level agreements (SLAs).
• Location: United States - Remote.