Senior Technical Support Engineer

About the Role

Join Chainguard's Support Engineering team as a Senior Technical Support Engineer, where you'll leverage your enterprise software support expertise and passion for complex problem-solving to directly assist customers and enhance their experience. This remote role is based in Australia.

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.
• Provide timely communication to customers, ensuring adherence to prescribed SLAs.
• Communicate progress of issues and fixes to both technical and non-technical users.
• Apply problem-solving and creativity to derive effective solutions for customers.
• Document detailed investigations of new issues.
• Prioritize customer cases 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.
• Ability to work remotely from Australia.