Director, Technical Support

Open Source has taken over the world of software development; however, the largest trade-off still persists: security. Companies spend an enormous amount of time and resources patching and fortifying open source software in order to ship with confidence & compliance. 

Founded by the industry's leading experts on open source software, security and cloud native development, Chainguard has built the largest library of open source software that is secure by default. Customers including Snowflake, Canva, and HPE rely on Chainguard to build securely with open source software across the organization.

Chainguard is the safe source for open source.

About Us

We live and breathe our company values:

We are customer obsessed - Our true advantage is the strength of our relationships with customers through collaboration, empathy, and responsiveness.  We establish trust as we educate, advocate, and listen to their needs.  Our focus is on delivering solutions to our customers that create value and make their lives better. 

We have a bias for intentional action - We’re a start-up and we need to move fast. However we need to move fast through intentional action to make sure we’re able to deliver quickly and efficiently on what is most impactful to our collective success.  We prioritize, plan, try things, and fail fast.  We think about how what we do impacts other teams and communicate our progress - owning the whole solution from start to finish. If we move fast enough, we can make two or three mistakes, learn, and correct them before competitors even make their first decision.

We don’t take ourselves too seriously (but we do serious work) - Though we are solving an important problem which takes focus and a degree of seriousness, we don’t take ourselves too seriously while we do.  We laugh, have fun, embrace uniqueness, and enjoy the journey. Together.

We trust each other and assume good intentions - We hire great team members and trust them to do their work. We’re transparent with data, news, and decisions - positive or negative - to empower team members to make well informed decisions. Showing up for each other fully means we celebrate each other’s accomplishments as well as give compassionate direct feedback when needed.  We always default to assuming good intentions.

The role, in a nutshell:

As the Director of Technical Support, you will be responsible for building, leading, and scaling our Technical Support Engineering team to deliver exceptional customer experiences for our fast-growing customer base. You will own the strategy, operations, and execution of technical support, fostering a customer-obsessed culture while empowering the team and refining our processes for continuous improvement. This role reports directly to the VP of Customer Success.

Core Responsibilities

Team and Talent:

• Build, mentor, and scale a world-class Technical Support team, fostering a culture of collaboration, accountability, and continuous learning.
• Set clear goals and performance metrics for the team to ensure high-quality, timely resolutions.

Customer Support Operations:

• Lead the delivery of support to our customers, ensuring the highest quality of service and customer satisfaction.
• Develop and implement scalable support processes, playbooks, and escalation frameworks to deliver consistent customer satisfaction.
• Oversee support workflows, ticket management, and SLAs to ensure responsiveness and resolution.

Cross-Functional Collaboration:

• Collaborate with Customer Success to proactively identify customer pain points and drive adoption. Act as the voice of the customer within Chainguard, championing customer needs and ensuring their success with our products.
• Partner with Engineering to ensure timely fixes for escalated issues and contribute to product quality improvements.
• Work closely with Product teams to provide actionable feedback based on customer interactions.

Technology and Tools:

• Evaluate and implement support technologies (e.g., ticketing systems, monitoring tools) to enhance efficiency and visibility.
• Leverage analytics to track trends, identify gaps, and continuously improve the customer support experience.

What we're looking for:

• Ability to attract, hire and retain high-performing Technical Support Engineers
• Excellent verbal, written, and presentation skills with the ability to absorb complex technical concepts and communicate them to a technical and non-technical audience
• Ability to move quickly, driving business value