Senior Technical Support Engineer

As a Senior Technical Support Engineer, you will be part of the Support Engineering organization at Chainguard, working directly with our customers and collaborating closely across multiple cross functional teams. You are an experienced enterprise software support professional with a high technical aptitude and a passion for highly complex technical problem solving. You love to resolve complex technical challenges for customers and use your in-depth knowledge gained through these challenges to improve the customer experience. You will take ownership of incoming customer issues by triaging, investigating, managing, and resolving complex issues and requests related to Chainguard Images.You will escalate issues to the Engineering team as needed and provide timely communication to customers, maintaining prescribed SLAs. You will also communicate progress of issues and fixes to both technical and non-technical users.You will use your problem solving and creativity to derive solutions for customers and document detailed investigations of new issues. You will prioritize customer cases in your own queue, drive communication standards for technically complex issues while maintaining a customer obsessed mindset and raise issues, bugs, and feature requests to the engineering and product teams. You will effectively manage customers and internal stakeholders to proactively drive issues to resolution by driving requirements for supporting the product along with the wider Go-to-market (GTM) teams. You will regularly create and manage Knowledge Base content and proactively seek out learning opportunities and challenges. You will be a team player - collaborating, teaching, and learning across several different cross functional groups. You will also participate in an on-call rotation for after hours, holiday, and weekend support coverage.