Technical Support Engineer - Pacific

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.

 

*Must cover Pacific Time Zone. Able to work a non traditional shift of Tuesday - Friday 9am to 5pm Pacific time and Saturday 7am - 3pm Pacific time.*

The role, in a nutshell:

As a Technical Support Engineer, you will be part of the Customer Success organization at Chainguard. You will work directly with our customers and collaborate closely across multiple cross functional teams. In this role, you are “Customer Obsessed” by ensuring customer issues are solved in a timely and thorough manner. You are an early career professional with a high technical aptitude and a passion for highly complex technical problem solving. You love to resolve technical challenges for customers and use your in-depth knowledge gained through these challenges to improve the customer experience.

What you’ll do:

• Take ownership of incoming customer issues by triaging, investigating, managing, and resolving complex issues and requests related to Chainguard Images
• Provide timely communication to customers, maintaining prescribed SLAs
• Communicate progress of issues and fixes to both technical and non-technical users
• Use your problem solving and creativity to derive solutions for customers
• Document detailed investigations of new issues
• Prioritize customer cases in your own queue
• Raise issues, bugs, and feature requests to the engineering and product 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
• Eventually, participate in an on-call rotation for after hours, holiday, and weekend support coverage
• Able to work a non traditional shift of Tuesday - Friday 9am to 5pm Pacific time and Saturday 7am - 3pm Pacific time 

What we're looking for:

• You must be a curious individual who is continuously learning, has a strong intellectual drive for excellence, and has the desire to develop solutions to complex problems for customers
• Minimum of a bachelor's degree (STEM field preferred), or equivalent work experience
• 1-2 years of experience working with Docker and Kubernetes
• Familiar with CI/CD, Terraform, GitHub
• Passio